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Team Tagline
About the role
We're looking for a proactive and detail-oriented CX Enablement Specialist to join our team. This role focuses on ensuring our success team has clear, accurate knowledge and up-to-date training. You'll own the external Help Center, support team readiness, and act as a bridge between insights and execution, turning customer and team feedback into improvements across documentation, training, and processes.
Required Skills
Preferred Skills
Similar Skills not Listed
Responsibilities
- Own and maintain the external Help Centre and internal support documentation, including macros, workflows, and SOPs.
- Ensure knowledge content is accurate, up-to-date, and easy for the team to apply.
- Identify recurring gaps in documentation and proactively close them.
- Partner with Product and other relevant teams to reflect new changes in support content.
- Support onboarding and ramp-up of new Representatives and team members.
- Develop lightweight training materials, guides, and refreshers for the team.
- Run coaching sessions and workshops on key topics (tone, policies, workflows).
- Ensure consistent understanding and execution across shifts and agents.
- Conduct regular ticket quality reviews to ensure adherence to tone, accuracy, promptness and standards.
- Surface coaching opportunities and quality trends to Leads and Managers.
- Help define and improve QA processes as the team scales.
- Identify recurring customer pain points and operational inefficiencies.
- Share insights and recommendations for improvement with CX Leadership.
- Contribute to process improvements that increase both efficiency and customer experience.
- Stay close to real support work by handling a small number of tickets when needed.
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