Program Manager, Customer Support Enablement

📋 Description

• Build the CS Enablement program from the ground up: create the systems that keep agents (human and
• Move support operations from AI-assisted to AI-native: rebuild workflows, documentation, and
• Build and maintain the knowledge base that serves as the source of truth for both AI systems and
• Close existing content gaps and continuously identify how to reduce unnecessary escalations and
• Lead the implementation of an AI copilot and bring usage to 90%+ of agent interactions by making
• Build agent confidence through scalable training that teaches people when to trust AI, when to

🎯 Requirements

• Deep expertise in Support Operations, Enablement, or Knowledge Management: you've owned
• Can build and manage a knowledge base from scratch (Zendesk, Gladly, Help Scout, Notion, Guru, or
• Can design for a hybrid AI-agent and human-agent support organization: structuring content for AI
• Can write clear, usable SOPs for complex, multi-step, or edge-case scenarios, and know when to
• Can build and deliver training that actually changes how people work: onboarding, process rollouts
• Strong analytical instincts: you can read support data (ticket trends, contact drivers, resolution

🎁 Benefits

• Competitive pay and meaningful opportunities for career advancement
• We believe technology and data can solve hard problems
• We're committed to career progression and performance-based advancement
• Company-paid medical, dental, and vision insurance
• Retirement savings plan with company matching and flexible spending accounts
• Generous paid parental leave and PTO