Support Enablement Supervisor

Responsibilities

• Design and Deliver Training Programs: Oversee management of training programs that address both new hire onboarding and continuous development for Customer Support agents. Ensure training covers product knowledge, customer service skills, system navigation, compliance, and internal processes.
• Evaluate and Improve Training Effectiveness: Monitor the effectiveness and continuously improve training programs through assessments, feedback, and performance data. Partner with team leaders and team members to identify and address skills gaps and provide targeted training solutions.
• Manage and Implement Quality Assurance Standards: Supervise quality assurance processes and maintain accurate, relevant content to support efficient customer service operations. Conduct regular quality audits of customer interactions and collaborate with QA and team supervisors to monitor, assess, and maintain the quality of customer interactions across various channels (phone, chat, email, etc.).
• Performance Monitoring & Reporting: Track and report on the quality of service provided by customer support agents, identifying trends, strengths, and areas for improvement. Create reports and develop action plans that assess training effectiveness, quality performance, and agent development.
• Create and Maintain Support Content: Oversee the creation, maintenance, and regular updates of knowledge base articles, help content, and internal documentation to ensure they are clear, accurate, and useful for both agents and customers. Collaborate with cross-functional teams (Product, Engineering, Marketing, etc..) to ensure content aligns with product updates, policy changes, and business priorities.
• Help Content Optimization: Continuously review and improve the quality of knowledge base content  (i.e. Internal & External) by collecting feedback from support agents and customers. Track content usage and effectiveness, using analytics to refine content, identify gaps, and improve the overall customer support experience.
• Content Governance: Implement knowledge management best practices, ensuring content governance and adherence to company standards and policies. Maintain a structured and organized system for content creation, categorization, and archiving.
• Performance Coaching: Provide ongoing feedback and coaching to team members, driving continuous improvement and growth.
• Team Development: Lead and mentor team members, ensuring they receive proper training and support to excel in their roles.

Requirements

• 3+ years of experience in learning & development, training & quality, or content management within a customer support environment 
• People management or team management experience for a small team of QAs and Trainers
• Strong project management skills with the ability to handle multiple tasks simultaneously
• Excellent written and verbal communication skills, with attention to detail
• Familiarity with customer support platforms, CRM tools (e.g., Zendesk, Salesforce, etc.)
• Advanced proficiency in Microsoft Office Suite (Excel, Word, PowerPoint) 
• Experience with content analytics tools and platforms

Nice to Have

• Experience in a global customer support environment
• Experience working in a payments or fintech company
• Familiarity with Agile methodologies and content lifecycle management
• Certifications in knowledge management (e.g., KMPro, APQC) preferred but not required