Enablement Manager (Support)

The Support Enablement Manager builds and scales training, onboarding, and quality-assurance programs for a high-performing contributor-support team.

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.
• Coaching & development , build and maintain ongoing training across all tiers; partner with Team Managers to close skill gaps with targeted interventions.
• Quality assurance , own the QA program: scorecard design, calibration, audits, and reporting; keep QA consistent, fair, and actionable.
• Knowledge base / SSOT , own the support knowledge base and its review cadence so guides stay accurate and current.
• Team leadership , lead, develop, and manage a small team of Enablement & QA Specialists; set priorities, coach, and keep the team unblocked.
• 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.

Minimum Qualifications:

• Experience , 4–6 years in enablement, training, L&D, or instructional design, with 2+ years leading or managing a team.
• Skills , expert instructional design and curriculum development; proven ability to assess complex process gaps; exceptional written and verbal English.
• Technical , proficiency with Zendesk, Slack, and Google Workspace; hands-on experience with LMS platforms, training-delivery tools, and QA/scorecard tooling.

Preferred (nice to have):

• Experience owning a QA program 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.
• Measured against onboarding time-to-productivity, IQS (quality), critical-miss rate, KC / assessment pass rate, and QA audit coverage.