CX Enablement & Operations Lead

Timeleft SAS; Alicante; On-site; EUR 60,000 - 90,000; Full time

Job summary

Timeleft SAS is seeking an Enablement & Operations Manager to own the systems, processes and enablement that power Customer Support and Trust & Safety at scale. This hands-on leadership role requires identifying gaps, driving solutions, and coaching a QA Analyst; you will oversee Zendesk configuration, automation, and AI-assisted workflows, while partnering with Product, Tech and Data.

Success in 6–12 months means stable governance, robust dashboards, and high-quality customer interactions

Qualifications

• 3–5+ years in CX Operations or Enablement.
• Strong hands-on Zendesk experience with configuration and reporting.
• Experience leading automation or tooling initiatives in ops.
• Proven people management and coaching能力.
• Experience with AI-assisted support tools is a plus.

Responsibilities

• Own Enablement, knowledge bases, onboarding and training standards.
• Lead QA framework and line-manage a QA Analyst.
• Oversee CX tooling, Zendesk routing, triggers, automations and escalation logic.
• Drive AI-assisted workflows, prompts, governance, and safeguards.
• Own CX dashboards and cross-functional collaboration with Product, Tech, Data and Operations.

Skills

CX operations

Zendesk configuration

QA management

Automation & AI workflows

Stakeholder influence

Dashboards & metrics

People management

Tools

Zendesk

Job description

Timeleft SAS is seeking an Enablement & Operations Manager to own the systems, processes and enablement that power Customer Support and Trust & Safety at scale. This hands-on leadership role requires identifying gaps, driving solutions, and coaching a QA Analyst; you will oversee Zendesk configuration, automation, and AI-assisted workflows, while partnering with Product, Tech and Data.

Success in 6–12 months means stable governance, robust dashboards, and high-quality customer interactions