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Customer Support Enablement Lead

7/9/2025

Remote

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