# Manager, Customer Success, Quality, Training & Customer Success **Company**: Kobie **Location**: St. Petersburg, Florida **Work arrangement**: remote **Experience**: senior **Job type**: Full-Time **Category**: Customer Service **Industry**: Technology **Apply**: https://jobs.lever.co/kobie/ed1f75df-58de-4b08-986e-a6b533fc2b42?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply **Canonical**: https://yubhub.co/jobs/job_5e406ab9-199 ## Description Join Kobie, a National Top Workplace and Top Remote Workplace, where you'll lead the Quality Assurance, Training, Customer Success Specialist, Knowledge Management, and Escalations functions within the Contact Center. As a Manager, Customer Success, Quality, Training & Customer Success, you'll be accountable for the overall management, leadership, and continuous improvement of these functions. Your main goals will be to: - Lead, manage, develop, coach, and mentor Quality Assurance, Training, and Customer Success Specialist team members - Conduct performance evaluations, coaching sessions, development planning, interviewing, hiring recommendations, and performance management activities - Establish performance expectations and ensure accountability for individual and team responsibilities - Ensure frontline agents have the training, resources, tools, and support necessary to deliver exceptional customer experiences - Develop, maintain, and continuously enhance onboarding, continuing education, certification, and client-specific training programs - Measure training effectiveness and implement enhancements based on performance outcomes, quality trends, and business needs - Drive training scalability through automation, digital learning solutions, self-service learning tools, and innovative instructional design - Develop strategies to reduce manual training efforts while improving consistency, speed to proficiency, and long-term knowledge retention - Maintain ownership of all Quality Assurance scorecards, scoring methodologies, quality documentation, and calibration standards - Ensure quality evaluations are accurate, consistent, actionable, and aligned to program requirements - Analyze quality trends and partner with Operations Leadership to identify performance opportunities and improvement plans - Lead the Customer Success Specialist team responsible for customer escalations, issue research, and operational support activities - Ensure escalation trends, recurring customer concerns, and operational risks are identified, documented, and communicated appropriately - Maintain ownership of Contact Center knowledge management systems, including SharePoint resources, process documentation, and knowledge articles - Lead the ongoing development and enhancement of AI-powered support tools, chatbot content, and self-service solutions - Partner with Account Leaders to ensure knowledge content remains accurate, current, and aligned with client requirements - Identify opportunities to automate processes, improve efficiency, eliminate waste, and increase organizational scalability - Support new client implementations, program launches, operational enhancements, and business initiatives through training and readiness planning - Foster a culture of accountability, innovation, continuous learning, ownership, and customer-first decision making - Develop future leaders within the department through coaching, mentoring, and career development opportunities - Serve as the primary operational escalation point prior to Senior Director involvement - Ensure the Senior Director is informed of material risks while providing complete documentation, business impacts, and recommended solutions - Successfully manage daily operational responsibilities while simultaneously building a more scalable, automated, and future-ready organization Kobie offers a flexible work environment, allowing teammates to work remotely, with headquarters in St. Petersburg, Florida. The company provides various benefits, including: - Flexible Time Off - Nine Company-Wide Holidays - A diverse suite of benefits prioritizing growth, development, and personal well-being ## Skills ### Required - leadership - analytical skills - communication skills - coaching skills - problem-solving skills ### Nice to have - learning management systems - knowledge management tools - quality monitoring platforms - reporting tools - artificial intelligence solutions - process automation --- Source: [Apply at jobs.lever.co](https://jobs.lever.co/kobie/ed1f75df-58de-4b08-986e-a6b533fc2b42?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)