Customer Support Program Lead — Hybrid, Training & QA

ADP, Inc.; Plano (TX); Hybrid; USD 70,000 - 75,000; Full time

Job summary

Enseo in Plano, TX seeks a hands-on Customer Support Program Manager to lead escalations, QA oversight, and training. You will partner with on-site leadership in the Philippines and manage changes before go-live, while driving scalable support processes.

The role requires 5+ years in customer support with supervisory experience, cross-site collaboration, strong Excel skills, and the ability to travel up to 25% including Latin America and the Philippines. Hybrid work model offered.

Qualifications

• 5+ years in customer support with supervisory or training responsibility.
• Hands-on in at least three areas: operational leadership, QA, training, WFM, process improvement.
• Experience partnering with a global team and knowledge of contact center KPIs.
• Ability to facilitate training in person and via video.
• Willingness to travel up to 25% including Latin America and the Philippines.
• Bilingual in English and Spanish is a plus.

Responsibilities

• Approve or escalate changes to QA standards, forecasts, schedules, training curricula and launch readiness.
• Set standards for quality, WFM, training, and enablement with VP alignment.
• Recommend staffing, tooling, and process investments based on data.
• Lead escalations and coordinate across support, field, product, and accounts.
• Develop and own the new-hire curriculum with on-site leadership.
• Create job aids and knowledge base articles using AI tools.
• Oversee QA scorecards, calibration, and cross-site improvements.
• Travel to customer sites and partner locations for training and launches.

Skills

5+ years experience

Supervisor/trainer experience

QA/Training/Enablement

WFM/Forecasting

Data-driven decision making

Excel/Google Sheets

AI tools usage (ChatGPT, Copilot)

Education

Bachelor's degree or equivalent

Tools

CCaaS tools (Five9, Genesys)

Zendesk / Salesforce Service Cloud

Knowledge base tooling

Job description

Enseo in Plano, TX seeks a hands-on Customer Support Program Manager to lead escalations, QA oversight, and training. You will partner with on-site leadership in the Philippines and manage changes before go-live, while driving scalable support processes.

The role requires 5+ years in customer support with supervisory experience, cross-site collaboration, strong Excel skills, and the ability to travel up to 25% including Latin America and the Philippines. Hybrid work model offered.