CX Enablement & Operations Lead

Timeleft SAS; United States; Remoto; USD 95.000 - 135.000; Tempo pieno

Descrizione del lavoro

Timeleft SAS is seeking an Enablement & Operations Manager to own the CX enablement, QA, tooling and AI-assisted workflows across Customer Support and Trust & Safety. You’ll line-manage a QA Analyst and drive improvements through standards, documentation and training.

In this hands-on leadership role, you will monitor systems, own dashboards, and partner with Product, Tech and Data to deliver scalable, high-quality customer experiences while reducing risk and friction.

Competenze

• 3-5+ years in CX Operations, Support Operations, or Enablement, or a closely related role.
• Strong hands-on experience with Zendesk (configuration, workflows, routing, reporting).
• Experience leading automation or tooling initiatives in an operational environment.
• Experience managing or coaching others.
• Fluent English.

Mansioni

• Enablement, Knowledge & Training: Own the Help Centre and internal support documentation standards, onboarding and ramp frameworks, training priorities.
• Quality: Own the QA framework and line-manage a QA Analyst, driving coaching, content, process and automation improvements.
• CX Systems, Tooling & Automation: Own CX tooling standards and Zendesk configuration, AI-assisted workflows, tagging taxonomies, and monitoring performance.
• Insights, Reporting & Cross-Functional Collaboration: Own CX dashboards and cross-functional collaboration with Product, Tech, Data, and Operations.

Conoscenze

CX operations

Zendesk

Automation

Leadership

Analytics

Strumenti

Zendesk configuration

Descrizione del lavoro

Timeleft SAS is seeking an Enablement & Operations Manager to own the CX enablement, QA, tooling and AI-assisted workflows across Customer Support and Trust & Safety. You’ll line-manage a QA Analyst and drive improvements through standards, documentation and training.

In this hands-on leadership role, you will monitor systems, own dashboards, and partner with Product, Tech and Data to deliver scalable, high-quality customer experiences while reducing risk and friction.