Customer Support Training & Enablement Manager (Fully Remote)

Resilia; United States; À distance; USD 60 000 - 90 000; Plein temps

Résumé du poste

Resilia's customer support team leads training and enablement to deliver excellent service. You will design onboarding covering product, tools, policies, and tone, deliver workshops, and own the knowledge base.

The role supports a global, async-first remote team focused on continuous learning and inclusion, measuring ramp time, QA scores, and CSAT to drive improvement.

Qualifications

• Experience in training, enablement, or L&D in customer support.
• Comfort with QA scores, CSAT, and ramp time data.

Responsabilités

• Design and run structured onboarding covering product, tools, policies, and tone.
• Deliver workshops and own the knowledge base.

Connaissances

Training enablement

QA/CSAT analytics

Description du poste

• Design and run structured onboarding covering product, tools, policies, and tone.
• Deliver workshops and own the knowledge base.

Required Skills:

• Experience in training, enablement, or L&D in customer support.
• Comfort with QA scores, CSAT, and ramp time data.

Success Looks Like:

• New hires ramp faster and more consistently.
• QA scores and CSAT trend upward.

Resilia

Resilia's customer support team owns training and enablement to deliver excellent service. The company is a global, async-first remote team that values continuous learning and inclusion.