S
Enablement Manager (Support)
Scale AIAI Infrastructure company
Mexico City, MexicoManager
Accel
Y Combinator
Founders Fund
Index Ventures
Coatue
Meta
People / HR / Recruitment
About the role
TL;DR
Manages training, onboarding, and quality assurance for a support team.
- •Role Summary The Support Enablement Manager builds and scales the training, onboarding, and quality-assurance programs that power a high-performing contributor-support team.
- •The role owns the full enablement lifecycle
- •from designing and delivering onboarding curricula to formalizing QA frameworks that drive measurable improvement across the support organization.
- •Enablement priorities are set in partnership with the Regional Manager; the Manager owns execution end to end within that scope and brings recommendations when scope needs to change.
- •This is a hands-on leadership role: assess the landscape, prioritize, build the plan, lead a small team, and deliver results, working cross-functionally with Regional Managers, Team Managers, SMEs, and WFM.
- •Key Responsibilities Own the enablement function end to end
- •assess gaps, prioritize initiatives, and drive them to completion within scope agreed with the Regional Manager; surface recommendations when scope should change.
- •Onboarding & curriculum
- •own the end-to-end onboarding for new Support Specialists; design, build, and continuously improve structured training that reflects current workflows, tools, and contributor-experience standards, so agents ramp quickly and confidently.
- •Coaching & development
- •build and maintain ongoing training across all tiers; partner with Team Managers to close skill gaps with targeted interventions that translate into performance improvement.
- •Quality assurance
- •own the QA program: scorecard design, calibration, audits, and reporting; keep QA consistent, fair, and actionable, and require that quality feedback cite a current source document.
- •Knowledge base / SSOT
- •own the support knowledge base and its review cadence so guides stay accurate and current, and retire stale content.
- •lead, develop, and manage a small team of Enablement & QA Specialists; set priorities, coach, and keep the team unblocked and accountable to high-quality output.
- •Cross-functional partnership
- •align training and quality initiatives with operational priorities alongside Team Managers, SMEs, Workforce Management, and regional leadership.
- •Reporting & insights
- •track enablement and quality metrics, surface trends and recommendations, and use data to show program impact and where to invest.
- •Minimum Qualifications Experience
- •4–6 years in enablement, training, L&D, or instructional design, with 2+ years leading or managing a team.
- •Demonstrated track record of building and scaling training programs from the ground up with measurable, lasting results, in a fast-paced tech or operations environment.
- •expert instructional design and curriculum development (scalable, engaging, outcome-driven); proven ability to assess complex process gaps, establish structure, and lead organizational change; exceptional written and verbal English with the ability to influence stakeholders at all levels.
- •proficiency with Zendesk, Slack, and Google Workspace; hands-on experience with LMS platforms, training-delivery tools, and QA/scorecard tooling; familiarity with Redash or Snowflake a plus.
- •self-directed, high ownership, precise, and consistently delivers finished work; balances strong independent execution with tight alignment on shared priorities.
- •Preferred (nice to have) Experience owning a QA program (scorecards, calibration) in a support, BPO, or contributor-marketplace context.
- •Fully bilingual English / Spanish.
- •Experience leading a distributed / remote team across LatAm.
- •What Success Looks Like First 90 days
- •audited existing training and QA, aligned with regional leadership on what to formalize, fix, or retire, and published a prioritized enablement plan.
- •Establishes a training cadence the team trusts and benefits from, with QA running consistently on calibrated scorecards and an up-to-date knowledge base.
- •Measured against onboarding time-to-productivity / ramp velocity, IQS (quality), critical-miss rate, KC / assessment pass rate, and QA audit coverage
- •each trending to target.
- •Impact is visible in ramp times, agent confidence, and the overall consistency of the contributor experience.
- •PLEASE NOTE: Our policy requires a 90-day waiting period before reconsidering candidates for the same role.
- •This allows us to ensure a fair and thorough evaluation of all applicants.
- •About Us: At Scale, our mission is to develop reliable AI systems for the world's most important decisions.
- •Our products provide the high-quality data and full-stack technologies that power the world's leading models, and help enterprises and governments build, deploy, and oversee AI applications that deliver real impact.
- •We work closely with industry leaders like Meta, Ernst & Young, Mayo Clinic, Time Inc., the Government of Qatar, and U.S. government agencies including the Army and Air Force.
- •We are expanding our team to accelerate the development of AI applications.
- •We believe that everyone should be able to bring their whole selves to work, which is why we are proud to be an inclusive and equal opportunity workplace.
- •We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability status, gender identity or Veteran status.
- •We are committed to working with and providing reasonable accommodations to applicants with physical and mental disabilities.
- •If you need assistance and/or a reasonable accommodation in the application or recruiting process due to a disability, please contact us at [email protected].
- •Please see the United States Department of Labor's Know Your Rights poster for additional information.
- •We comply with the United States Department of Labor's Pay Transparency provision.
- •PLEASE NOTE: We collect, retain and use personal data for our professional business purposes, including notifying you of job opportunities that may be of interest and sharing with our affiliates.
- •We limit the personal data we collect to that which we believe is appropriate and necessary to manage applicants’ needs, provide our services, and comply with applicable laws.
- •Any information we collect in connection with your application will be treated in accordance with our internal policies and programs designed to protect personal data.
- •Please see our privacy policy for additional information.
Required skills
Slack
Tech stack
SlackSnowflake
