Program Manager, Customer Support

Job Summary

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