Customer Experience Quality & Enablement Manager
New
J
JobgetherCustomer Support
Based in the United StatesFull-TimeManager
Salary$90,000 to $110,000
Apply NowOpens the employer's application page
Job Details
- Experience
- Minimum of 5 years
- Required Skills
- Data AnalysisSalesforceQuality AssuranceZendesk
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.
Responsibilities
- 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.
View Full Description & ApplyYou'll be redirected to the employer's site
