CX Enablement & Operations Lead (Zendesk + AI)

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

Job summary

Timeleft SAS is seeking an Enablement, Knowledge & Training and CX Operations Manager to own the systems and processes that keep Customer Support and Trust & Safety running at scale. You will manage enablement, QA, and CX tooling (Zendesk) while driving AI-assisted workflows, taxonomy, and dashboards.

This hands-on leadership role requires strong English, people management, and cross-functional collaboration.

Qualifications

• 3–5+ years in CX Operations, Support Operations, or Enablement.
• Strong hands-on experience with Zendesk configuration and workflows.
• Experience leading automation or tooling initiatives in an operational environment.

Responsibilities

• Own CX tooling standards and Zendesk configuration, including routing, triggers, automations, and escalation logic across Customer Support and Trust & Safety.
• Line-manage a QA Analyst, and turn quality findings into coaching, content, process, and automation improvements.
• Represent CX systems and enablement in cross-functional work with Product, Tech, Data, and Operations, supporting launches, policy, and process changes.
• Own CX operational dashboards and reporting standards, giving leadership visibility into volume, automation performance, sentiment, and trends.

Skills

English fluency

People management

Data literacy

Tools

Zendesk

Job description

Timeleft SAS is seeking an Enablement, Knowledge & Training and CX Operations Manager to own the systems and processes that keep Customer Support and Trust & Safety running at scale. You will manage enablement, QA, and CX tooling (Zendesk) while driving AI-assisted workflows, taxonomy, and dashboards.

This hands-on leadership role requires strong English, people management, and cross-functional collaboration.