# Enablement Manager (Support)

**Company**: Scale
**Location**: Mexico City, MX
**Experience**: senior
**Job type**: full-time
**Category**: Operations
**Industry**: Technology

**Apply**: https://job-boards.greenhouse.io/scaleai/jobs/4716445005?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_8fe25a87-cd5

## Description

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.

## Skills

### Required
- instructional design
- curriculum development
- Zendesk
- Slack
- Google Workspace
- LMS platforms
- training-delivery tools
- QA/scorecard tooling

### Nice to have
- QA program management
- bilingual English/Spanish
- distributed team leadership

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Source: [Apply at job-boards.greenhouse.io](https://job-boards.greenhouse.io/scaleai/jobs/4716445005?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)