Support Enablement Manager

WHO WE ARE

SQUIRE is the leading business management system designed for the needs of barbers, shop owners, and their communities. We believe the pursuit of artistry and autonomy should not be restricted by the complexities of running a business. With SQUIRE, we provide custom-branded tools, resources, and guidance to help barbers of all stages and experience levels attract and retain more customers, efficiently manage their shop operations, and increase their revenue.

Founded in 2015, SQUIRE is trusted by barbers in 4,000+ shops in more than a thousand cities around the globe. From streamlined booking and opening new shops to real-time earning dashboards and building lasting customer relationships, SQUIRE supports shop owners in seamlessly bridging the gap between their personal craft and business goals. SQUIRE enables barbers everywhere to unlock their full potential both as artists and as entrepreneurs.

For more information, please visit getsquire.com or download the SQUIRE app from the App or Play Store.

SUMMARY

The Support Enablement Manager at SQUIRE plays a crucial role in ensuring that the Support teams have the tools, knowledge, and training they need to excel. This position is responsible for maintaining and optimizing our internal knowledge base (KB), supporting AI accuracy and Bot training, leading QA reporting and feedback loops, and driving process improvements to enhance operational efficiency. The Support Enablement Manager will also ensure that all enablement initiatives are effectively implemented, fostering a high-performing team that delivers consistent, high-quality support at scale, and will be directly accountable for improvements in Time to Resolution and Customer Satisfaction.

REPORTS TO

Director, Customer Support

JOB DUTIES AND RESPONSIBILITIES

• Oversee the QA program, generating regular reports to assess team performance. Provide actionable feedback to ensure high-quality customer interactions and continuous improvement.
• Own and optimize the internal Knowledge Base, ensuring both human agents and AI systems have up-to-date, accurate, and accessible resources. Continuously enhance content for maximum efficiency and scalability.
• Lead training and optimization of AI-driven support tools, ensuring accurate bot responses and seamless handoffs to human agents.. Regularly audit bot performance, ensuring accurate responses, seamless customer experience, and identification of areas for improvement. 
• Coordinate and/or facilitate the rollout of new enablement initiatives, including the development of training materials, onboarding processes and schedules, and content delivery to ensure team readiness. 
• Work closely with cross-functional teams to ensure operational readiness for upcoming product releases and process changes. Ensure all Support teams are equipped with the necessary knowledge and resources. 
• Lead initiatives to optimize workflows and reduce friction in customer interactions. Focus on improving Time to Resolution and Customer Satisfaction by improving processes and enablement tools. 




The duties and responsibilities outlined above are not a comprehensive list, and additional tasks may be assigned from time to time based on business needs.

REQUIRED EXPERIENCE

• 2-3 years of experience using training platforms, learning management systems, quality monitoring tools and/or AI/bot platforms
• Experience managing projects, leading cross-functional initiatives, and ensuring alignment with business goals.

PREFERRED EXPERIENCE AND QUALIFICATIONS

• Proven experience in training and quality management, or a related role within a customer support or SaaS environment
• Proven ability to create engaging and impactful training content for multiple support teams (Tier 1, Tier 2, Advanced Technical), using various formats (e-learning, virtual, self-learning, etc.)
• Strong analytical skills with the ability to interpret data and translate insights into actionable improvements
• Exceptional communication, coaching, and presentation skills
• Experience managing or supervising a small team
• Experience managing and optimizing Knowledge Bases, with a focus on scalability for both human agents and AI systems
• Demonstrated ability to drive performance improvements and align team efforts with strategic goals.

ADDITIONAL INFORMATION

• Flexibility to adapt to shifting priorities and manage multiple projects in a fast-paced environment
• Commitment to fostering an inclusive, equitable, and diverse workplace

WHAT WE OFFER

• Competitive Base Salary ($100,000 - $120,000)
• New hire stock grant
• 100% employer paid medical, dental, and vision insurance for you and your dependents
• 401K plan with company contribution
• Generous PTO and Parental Leave policies

Interview Accommodations

SQUIRE is committed to working with and providing reasonable assistance to individuals with physical and mental disabilities. If you are an individual with a disability requiring an accommodation to apply for an open position, please email your request to [email protected] and someone on our team will respond to your request.

EEO Provision

SQUIRE provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Pay Transparency Nondiscrimination Provision

SQUIRE will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information.

E-Verify Participation

SQUIRE participates in E-Verify. Learn more about E-verify here.