Customer Experience Quality & Enablement Manager

Accountabilities:
Build, implement, and scale a comprehensive Quality Assurance program across email, live chat, and phone support channels. Develop quality scorecards, audit processes, calibration sessions, reporting frameworks, and coaching programs to improve team performance. Partner with customer support leadership to deliver actionable feedback, coaching, and continuous learning initiatives. Own and optimize knowledge management resources, including Help Center content, support macros, standard operating procedures, and communication guidelines. Design and deliver onboarding and ongoing enablement programs covering product knowledge, communication skills, and customer support best practices. Analyze quality metrics, customer feedback, and operational trends to identify root causes and recommend process improvements. Collaborate with cross-functional stakeholders to enhance customer experience, operational efficiency, and self-service capabilities. Evaluate and implement AI-powered tools and automation to strengthen quality monitoring, coaching, documentation, and support operations. Requirements Minimum of 5 years of experience in Customer Support, Customer Experience, Quality Assurance, Support Operations, Enablement, or a related field. Proven experience building or significantly expanding a Quality Assurance program within a customer support organization. Strong knowledge of QA scorecards, calibration processes, coaching methodologies, and performance reporting. Experience supporting multi-channel customer service operations across email, chat, and phone. Expertise in knowledge management, including Help Centers, macros, documentation, and voice and tone standards. Excellent written communication, analytical thinking, and problem-solving skills. Experience working with customer support platforms such as Zendesk, Intercom, Salesforce, or similar solutions. Demonstrated ability to leverage AI tools to improve coaching, documentation, quality monitoring, or operational workflows. Strong collaboration and stakeholder management skills with the ability to influence teams across multiple functions. Experience in fintech, HR technology, regulated industries, startup environments, QA platforms, onboarding programs, or multilingual support is considered an advantage. Benefits Competitive base salary ranging from $90,000 to $110,000 , plus equity. Comprehensive medical, dental, and vision coverage with approximately 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. Monthly wellness benefit. Monthly coworking and commuting allowance. Regular team offsites and collaborative events. Remote-friendly work environment with opportunities for career growth and professional development.

How Jobgether works:
We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.
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