Program Manager, Customer Support

Building the Customer Support Enablement program from the ground up, the full-time Program Manager, Customer Support will manage the development of knowledge bases, training materials, and AI workflows to enhance the effectiveness of both human and AI agents in a remote environment.

Key Responsibilities

Develop and maintain a comprehensive knowledge base and training systems for support agents, ensuring accuracy and accessibility Redesign workflows and documentation to transition support operations from AI-assisted to AI-native models Collaborate with cross-functional teams to identify content gaps and implement solutions that improve customer support metrics Required Qualifications Proven expertise in Support Operations, Enablement, or Knowledge Management within high-volume environments Experience building and managing knowledge bases using platforms such as Zendesk or Notion Ability to design effective training programs that improve agent performance and AI integration Strong analytical skills to interpret support data and inform operational improvements Demonstrated experience in utilizing AI tools to enhance work processes and outcomes Experience: 4 years required