Enablement & Quality Manager, Customer Support

This is a fully remote position, open to applicants in South Africa.

📋 Description

• Develop the Enablement & Quality function for Customer Support from the ground up.

• Acquire knowledge of the support role within the queue and collaborate with each team lead.

• Document the existing onboarding process and set a baseline for ramp measurement.

• Create and implement a structured onboarding program.

• Revamp the knowledge base to ensure long-term maintainability.

• Manage the quality system comprehensively, which includes sampling methodology, calibration sessions, scoring consistency, and trend reporting.

• Relay early quality trends back into the training curriculum.

• Collaborate with the function head to ensure alignment of the system with the quality rubric and the definition of excellence.

• Highlight calibrated quality trends for team leads to utilize in coaching agents and fostering individual improvement.

• Take ownership of and continually enhance time-to-productivity.

• Maintain and update the knowledge base regularly.

⛳️ Requirements

• Have created a curriculum independently and can showcase the resulting artifact along with the rationale behind decisions.

• Have taken ownership of time-to-productivity as a measurable metric, including creating a baseline, method, and outcomes.

• Possess frontline credibility stemming from experience in a support queue or similar hands-on roles.

• Have experience supporting a team of this size in a complex product environment.

• Understand instructional design principles, including chunking, prioritizing practice over presentation, capability-based assessment, and spaced reinforcement.

• Be proficient in content operations, encompassing review cycles, article ownership, stale-content tracking, and maintenance escalation.

• Be capable of defining ramp metrics, establishing baselines, and evaluating the impact of changes.

• Have experience with quality systems, including sampling design, calibration, scoring consistency, and trend analysis.

• Be familiar with knowledge base and LMS platforms.

• Be able to quickly grasp a complex product and teach it within weeks.

• Feel comfortable influencing team leads without direct authority.

• Prefer to teach rather than enforce and acknowledge that performance conversations are the responsibility of team leads.

• Be willing to honestly measure the impact of training, including identifying shortcomings.

🏝️ Benefits

• No specific benefits, perks, or compensation extras are stated.