AI-Powered Support Enablement Lead

Hidden Jobs; United States; Remote; USD 110,000 - 160,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

401(k) with company match

Parental leave & PTO

Year-end company-wide week off

Home office stipend

Job summary

Hidden Jobs is seeking to build a customer support enablement function from the ground up, owning knowledge content, workflows, training, and AI-powered processes that empower both human and AI agents to perform at peak levels.

The role combines deep support operations expertise with hands-on AI tooling to design a scalable system that improves continuously as it scales, replacing ad-hoc fixes with reliable, repeatable processes across consumer and health product lines.

Qualifications

• Experience leading support enablement in high-volume environments.
• Experience building knowledge bases from scratch with Zendesk, Gladly, Help Scout, Notion or Guru.
• Ability design AI-native support with prompt writing and evaluation.
• Strong data analytics to drive improvements.

Responsibilities

• Build the enablement program from scratch, including knowledge base, SOPs, training, and AI-powered workflows supporting both consumer and health product lines.
• Restructure operations from AI-assisted to AI-native by rebuilding documentation, training, and workflows so AI becomes the default operating model.
• Own and continuously maintain a knowledge base that serves as the single source of truth for AI systems and human agents.
• Lead implementation of an AI copilot, drive adoption to 90%+ of agent interactions, and ensure it improves real outcomes.
• Create SOPs for complex scenarios, audit fragmented workflows, and design new processes with AI built in from the start.
• Partner with analytics to identify top contact drivers and content gaps, then act on them, and establish feedback loops with frontline agents.

Skills

Support operations

Knowledge management

AI adoption in support

Data analysis

Tools

Zendesk

Gladly

Help Scout

Notion

Guru

Job description

Hidden Jobs is seeking to build a customer support enablement function from the ground up, owning knowledge content, workflows, training, and AI-powered processes that empower both human and AI agents to perform at peak levels.

The role combines deep support operations expertise with hands-on AI tooling to design a scalable system that improves continuously as it scales, replacing ad-hoc fixes with reliable, repeatable processes across consumer and health product lines.