Enablement & Quality Manager - Customer Support

Workwize is hiring its first Enablement & Quality Manager for Customer Support, a greenfield role where you'll build the function from the ground up rather than step into one that already exists.

You'll define how our support agents grow into this role, and build the way we measure that growth. That means designing a structured onboarding process to replace ad hoc, live-queue ramping, and building a quality function from the ground up. It's yours to shape from day one!

You'll get to work on a real, complicated product: global hardware logistics. You'll have a direct line to the function head, with a clear path to take on more ownership of the quality system.

Key Responsibilities

• Learn the job 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, and restructure the knowledge base so it's maintainable long-term
• Own the quality system end-to-end (sampling methodology, calibration sessions, scoring consistency, and trend reporting) and feed early trends back into the curriculum
• Partner with the function head to keep the system aligned to their rubric and definition of "good." You build the system, they set the standard
• Surface calibrated quality trends that team leads use to coach agents and drive individual improvement. You own the system, not the performance conversations it feeds
• Own time-to-productivity and keep improving it, while keeping the knowledge base alive and current

Experience

• Built a curriculum yourself, not just delivered one: You can show us the artefact (a ramp plan, knowledge-base architecture, or certification path) and explain the decisions behind it
• Owned time-to-productivity as a number: You can walk us through a baseline, a method, and a result
• Frontline credibility: You've worked a support queue, or equivalent hands-on experience
• Supported a team at roughly this scale in a complex product environment

Nice to have

• Stood up a QA scorecard and run calibration sessions
• Used AI tooling for enablement (assisted authoring, automated QA sampling, or self-serve answers)
• Owned an LMS or knowledge platform as a means, not an identity
• Supported a distributed team across EU and US hours
• Formal L&D qualifications are welcome but not required. Evidence of what you've built matters more

Technical Skills

• Instructional Design: You understand chunking, practice over presentation, assessment that proves capability, and spaced reinforcement, whether that comes from formal training or hands-on experience
• Content Operations: Comfortable setting a review cadence, assigning ownership per article, tracking what's gone stale, and raising maintenance needs before they become a problem
• Measurement: Able to define a ramp metric, establish a baseline, and assess whether a change actually moved it
• Quality Systems: Experience with sampling design, calibration, scoring consistency, and trend reporting, gained in any environment
• Tooling: Familiarity with knowledge base and LMS platforms; experience with AI-assisted authoring or QA sampling is a plus
• Domain Expertise: Able to get up to speed on a complex product quickly and teach it within weeks

Soft Skills

• Influence Without Authority: Comfortable getting team leads on board to release agents for training and reinforce it afterward, even without direct authority over them
• Credibility With Agents: Teaches rather than enforces, respecting that performance conversations belong to team leads
• Intellectual Honesty: Willing to measure the impact of your own training honestly, including where it falls short, rather than managing around the results

Our Team

Becoming part of Workwize means making an impact. We make sure that we will contribute to the change in the way of working. For us it is also important that we make an impact on our employees, that they feel challenged and at ease. We consist of a rapidly growing and ambitious team with all different backgrounds: entrepreneurs, operational specialists, developers, sales gurus, you'll find them all at Workwize, and we're always on the lookout for the next original idea to reach more customers and create the best value for them.

We are looking forward to meeting you!