Customer Support Enablement Lead

Job Summary

A company is looking for a Shared Services Lead to enhance the effectiveness of their customer support organization.

Key Responsibilities

• Review and refine onboarding and ongoing training programs to improve agent performance
• Lead the development of the quality assurance program, utilizing AI for efficiency
• Manage knowledge bases and training materials to ensure alignment with business outcomes

Required Qualifications

• 5+ years of experience in customer support enablement, training design, or support operations
• Experience managing support enablement or learning teams in a fast-paced environment
• Understanding of training-performance-automation processes and data utilization
• Skilled in instructional design and modern learning technologies
• Proven ability to lead QA program development and create effective reporting mechanisms