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. This is a metrics-driven, impact-focused role where success is measured by how effectively you improve team performance, elevate ticket quality, and reduce friction across support operations. You’ll play a key role in keeping processes clear, documentation reliable, and the team confident in delivering high-quality customer interactions. You will own the external Help Center, ensuring content is simple, useful, and easy for customers to navigate. Internally, you’ll support team readiness by training new hires and keeping the team up to date on product releases, updates, and workflows. You will also support quality assurance by reviewing customer interactions, identifying gaps in tone, resolution and accuracy, and feeding insights back into training, content, and process improvements. You’ll act as a bridge between insights and execution, turning customer and team feedback into improvements across documentation, team training, and processes.
Job Details
Knowledge Base & Content Ownership
- 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.
Training & Team Enablement
- 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.
Quality Assurance
- 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.
Continuous Improvement & Feedback Loops
- 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.
Expected Outcomes
- Support documentation is reliable, clear, and consistently used by the team.
- New hires ramp faster with stronger confidence and fewer repeated mistakes.
- Ticket quality improves over time, with consistent tone and decision-making.
- QA insights translate into coaching, training, and operational improvements.
- CX Leaders spend less time correcting basics and more time leading strategically.
Requirements
- Bachelor's degree in any field (relevant experience a plus)
- Strong technical knowledge and understanding of e-commerce or similar platforms
- Excellent critical thinking, organisational and problem-solving skills
- Exceptional written and verbal communication skills, with an eye for tone
- Comfortable with data: reading dashboards, spotting trends, and proving a change actually worked
- Confidence facilitating a room of mixed-seniority colleagues
- Calm and professional demeanour under pressure
- Empathy, patience, and a track record of exceeding expectations
- Experience in a QA, training, knowledge management or customer support role (preferred)
- Passion for helping other people get better at their jobs
- Ability to build strong working relationships quickly across teams
- Metrics-driven mindset with a proven ability to meet and exceed performance goals.
- Interested in building a career with a growth-oriented company
- Familiarity with tools like Freshdesk, CRM software, Slack, and Google Suite is a plus.
Gmail
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