Customer Experience Quality & Enablement Manager

📋 Description

• Lead development and continuous improvement of customer support quality and enablement programs
• Establish scalable processes, training initiatives, and quality standards to empower support teams.
• Collaborate with Product, Engineering, Operations, Compliance, and Customer Success.
• Identify opportunities to enhance workflows, optimize knowledge management, and drive operational
• Leverage data and AI-driven solutions to improve coaching, documentation, and quality monitoring.

🎯 Requirements

• Minimum of 5 years of experience in Customer Support, Customer Experience, Quality Assurance
• Proven experience building or significantly expanding a Quality Assurance program within a customer
• Strong knowledge of QA scorecards, calibration processes, coaching methodologies, and performance
• Experience supporting multi-channel customer service operations across email, chat, and phone.
• Expertise in knowledge management, including Help Centers, macros, documentation, and tone
• Excellent written communication, analytical thinking, and problem-solving skills.

🎁 Benefits

• Competitive base salary ranging from $90,000 to $110,000, plus equity.
• Comprehensive medical, dental, and vision coverage with ~95% employer-paid premiums.
• Flexible paid time off.
• One-time home office setup allowance.
• Annual learning and professional development stipend.
• Monthly allowance for internet and mobile phone expenses.