Program Manager, Customer Support Enablement

This is a fully remote position, open to applicants in United States.

📋 Description

• Develop the Customer Support Enablement program from the ground up.

• Establish systems that ensure both human and AI agents are up-to-date with the knowledge base, training materials, and copilot resources.

• Transition support operations from AI-assisted to AI-native.

• Create and sustain the knowledge base as the definitive source of information for both AI systems and human agents.

• Address content gaps and minimize unnecessary escalations.

• Enhance chatbot coverage and improve resolution rates.

• Spearhead the implementation of an AI copilot, driving its usage to over 90% of agent interactions.

• Develop scalable training programs focused on trusting, overriding, and enhancing AI capabilities.

• Generate Standard Operating Procedures (SOPs) for complex situations and streamline fragmented workflows.

• Design new processes with AI integration from the outset.

• Collaborate with the Customer Support Analyst to identify contact drivers and documentation deficiencies.

• Establish feedback mechanisms with frontline agents.

• Collaborate with BizOps Tech, Product, Analytics, and Customer Support teams to prioritize the roadmap.

⛳️ Requirements

• Extensive knowledge in Support Operations, Enablement, or Knowledge Management.

• Proven experience managing documentation, workflows, and operational strategies in high-volume settings.

• Capability to build and oversee a knowledge base from scratch using tools like Zendesk, Gladly, Help Scout, Notion, Guru, or similar platforms.

• Proficiency in designing for hybrid AI-agent and human-agent support frameworks.

• Experience in structuring content for AI consumption, crafting prompts, and assessing output quality.

• Aptitude for writing clear and effective SOPs for complex, multi-step, or edge-case scenarios.

• Proficient in developing and delivering onboarding, process implementation, tool adoption, and AI workflow training.

• Strong analytical skills to evaluate ticket trends, contact drivers, and resolution times.

• Ability to collaborate cross-functionally with BizOps, Product, Analytics, and engineering-adjacent teams.

• Proven track record of utilizing AI to enhance personal productivity and output.

• Comfortable creating a new function without a pre-existing playbook.

🏝️ Benefits

• Company-sponsored medical, dental, and vision insurance.

• Retirement savings plan with company matching and flexible spending accounts.

• Generous paid parental leave and paid time off (PTO).

• Winter Wonder Week: the entire company takes a paid week off at the year's end.

• Remote work stipend to help set up your home office.

• Benefits for physical, mental, and emotional health, parenting, childcare, and financial planning.

• Competitive compensation and substantial opportunities for career growth.

• Career progression and advancements based on performance.

• Access to leading tools like Claude and ChatGPT from day one.

• Biannual company gatherings.