CX Enablement, Operations Manager

🕒 September 3

🇪🇸 Spain – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

⚙️ Operations

👻 Ghost score 34%

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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Timeleft

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2020

👥 B2C

🏨 Hospitality

🏪 Marketplace

💰 Seed on 2021-11

B2C • Hospitality • Marketplace

Timeleft is a consumer-facing mobile-first platform and app that organizes weekly in-person social meetups—primarily dinners, drinks, and runs—matching strangers into small groups and handling all logistics (venue, group assignment, timing) so users just show up. The service emphasizes making friendships through curated, language- and personality-aware group assignments, operates in 200+ cities across 52 countries, and reports 3M+ members with hundreds of bookings per day. Timeleft targets adults (18+) seeking regular local social experiences without profiles, swiping, or planning.

📋 Description

• Own Help Centre and internal support documentation standards, including macros, workflows, and SOPs • Own onboarding and ramp frameworks and set training priorities • Maintain accurate, current, and actionable knowledge content • Own the QA framework and standards across the CX function • Line-manage a QA Analyst and convert quality findings into coaching, content, process, and automation improvements • Own CX tooling standards and Zendesk configuration, including routing, triggers, automations, and escalation logic • Lead rollout and governance of AI-assisted support and moderation workflows • Own intent, sentiment, and feedback taxonomies • Monitor automation performance and determine when adjustments, safeguards, or rollbacks are needed • Own CX operational dashboards and reporting standards • Represent CX systems and enablement in cross-functional work with Product, Tech, Data, and Operations • Drive systems, processes, and enablement improvements for Customer Support and Trust & Safety

🎯 Requirements

• 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 • Exposure to AI-assisted support or moderation tools is a plus • Strong fluency in English required • Strong understanding of CX operations and customer-facing workflows • Ability to design, test, and QA automation and AI-assisted workflows • Systems-oriented thinking with strong execution discipline and attention to detail in quality- and risk-sensitive environments • Data literacy and comfort working with dashboards and operational metrics • Clear communication and effective people management skills