Enablement & Quality Manager, Customer Support

Job not on LinkedIn

🔥 1 minute ago

🇿🇦 South Africa – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

👻 Ghost score 25%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Workwise

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2024

💼 Consulting

📦 Logistics

🏭 Manufacturing

Consulting • Logistics • Manufacturing

Workwise is a platform designed to support vendors in managing their operations and engaging with their customers. With a focus on providing essential tools and resources, Workwise aims to streamline business processes and enhance customer interactions. The platform emphasizes seamless integration and user-friendly design, making it easier for vendors to operate efficiently.

📋 Description

• Build the Enablement & Quality function for Customer Support from the ground up • Learn the support role on the queue and with every team lead • Document the current onboarding process and establish a baseline ramp measurement • Design and launch a structured onboarding programme • Restructure the knowledge base for long-term maintainability • Own the quality system end-to-end, including sampling methodology, calibration sessions, scoring consistency, and trend reporting • Feed early quality trends back into the training curriculum • Partner with the function head to align the system with the quality rubric and definition of good • Surface calibrated quality trends for team leads to use in coaching agents and driving individual improvement • Own and continuously improve time-to-productivity • Keep the knowledge base current and maintained

🎯 Requirements

• Built a curriculum yourself and can demonstrate the resulting artefact and explain the decisions behind it • Owned time-to-productivity as a measurable metric, including establishing a baseline, method, and result • Frontline credibility through experience working a support queue or equivalent hands-on experience • Experience supporting a team at roughly this scale in a complex product environment • Understanding of instructional design principles, including chunking, practice over presentation, capability-based assessment, and spaced reinforcement • Comfortable with content operations, including review cadences, article ownership, stale-content tracking, and maintenance escalation • Able to define ramp metrics, establish baselines, and assess whether changes affected them • Experience with quality systems, including sampling design, calibration, scoring consistency, and trend reporting • Familiarity with knowledge base and LMS platforms • Able to get up to speed on a complex product quickly and teach it within weeks • Comfortable influencing team leads without direct authority • Teaches rather than enforces and respects that performance conversations belong to team leads • Willing to measure training impact honestly, including shortcomings

🏖️ Benefits

• No specific benefits, perks, or compensation extras are stated