Customer Experience Quality & Enablement Manager
BenepassBenefits Administration company
Remote$90,000 - $110,000Manager
Centana Growth Partners
FoW Partners
Portage Ventures
Threshold Ventures
Modern Venture Partners
Operator Partners
Operations & Strategy
About the role
TL;DR
Build and scale customer experience quality and enablement programs for a support team.
- •As the Customer Experience Quality & Enablement Manager, you will build and scale programs to ensure your support team delivers accurate, consistent, and exceptional customer experiences.
- •You will own quality assurance, knowledge management, training, and support enablement across multiple channels.
- •Key Responsibilities Build and scale the Quality Assurance program across email, live chat, and phone.
- •Develop quality scorecards, audit processes, calibration routines, reporting, and coaching frameworks.
- •Own the Help Center, support macros, and voice and tone standards.
- •Design and deliver ongoing enablement programs covering product updates and support best practices.
- •Leverage AI and automation to improve quality monitoring and operational efficiency.
- •Requirements 5+ years of experience in Customer Support, CX, QA, Support Operations, or Enablement.
- •Experience building or significantly scaling a Quality Assurance program.
- •Strong knowledge management experience.
- •Exceptional written communication, analytical, and problem-solving skills.
- •Experience supporting technical products and using platforms such as Intercom, Zendesk, Salesforce, or similar.
Required skills
Salesforce
Domain expertise
fintechhrtech
Benefits & perks
Equity, Medical, dental, and vision coverage, WFH setup stipend, Learning & Development Benefit, Cell phone + internet stipend, Wellness stipend, Co-working and Commuter Benefit, Team onsites, Flexible PTO
Tech stack
Salesforce