Customer Support Program Manager

Enseo, LLC•Plano, TX

5d•$70,000 - $75,000•Hybrid

About The Position

We're looking for a hands-on customer support professional who has worn many hats in a contact center and enjoys the variety. You'll move between the phones and the back office: handling escalated and overflow contacts, coaching agents, leading training and enablement, and building the processes that help the team scale. You'll report to the Vice President of Customer Support and partner closely with our on-site leadership in the Philippines, who run workforce management, quality assurance and new-hire training day to day. You'll provide a second layer of review, checking and approving changes to that work before they go live. It's a partnership built on close collaboration rather than a reporting line, and it's central to how our support team works.

Requirements

5+ years of customer support experience, including at least 2 years as a supervisor or trainer in any customer support function (for example frontline, QA, WFM or training)
Hands-on experience in at least three of: Operational leadership, QA, training and enablement, WFM, process improvement, instructional design
Experience partnering with a global team of employees
Working knowledge of contact center KPIs (service level, AHT, FCR, CSAT, adherence) and how to improve them
Confidence facilitating training for groups, in person and on video calls
Strong Excel or Google Sheets skills for reporting and for reviewing forecasts and schedules
Clear written communication, with experience writing SOPs, job aids or knowledge base articles
Hands-on experience using AI tools (for example ChatGPT, Claude or Microsoft Copilot) at work for writing, analysis or content creation
Ability to manage several priorities with little supervision and to influence peers without direct authority
Able and willing to travel up to 25%, including to Latin America and the Philippines, with a valid passport or the ability to obtain one
Able to work primarily business hours, with flexibility to cover peak periods, go-lives and time-zone differences
Must be based in Texas
Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

Nice To Haves

Experience in a B2B, technology or hospitality support environment
Familiarity with CCaaS, ticketing and WFM tools such as Five9, Genesys, NICE, Zendesk or Salesforce Service Cloud
Experience building AI-assisted workflows, prompts or knowledge tools for a support team
Exposure to Lean, Six Sigma or similar process improvement methods
Exposure to ADKAR or similar process improvement methods
Bilingual in English and Spanish
Bachelor's degree or equivalent experience

Responsibilities

Exercise independent judgment to approve, reject or send back changes to QA standards, forecasts and schedules, SOPs, training curricula and launch readiness plans before they go live
Set program standards, priorities and success measures for quality, workforce management, training and enablement, in alignment with the VP of Customer Support
Recommend staffing, tooling and process investments to leadership based on performance data and trends
Influence and align leaders across sites and functions without direct authority
Serve as a senior point of contact for complex, high-impact customer escalations, such as when hotel leaders or key accounts need a leadership-level contact, coordinating resolution across support, field service, product and account teams
Act as a subject matter expert and resource for agents and team leads on complex or unusual issues
Identify recurring and systemic customer issues from escalations and ticket trends, and drive fixes with product, field service and account teams
Review and approve changes to the QA scorecard, evaluation targets and calibration standards
Review QA results regularly, spot gaps and hold deliverables to agreed standards and timelines
Join cross-site calibration sessions and turn QA trends into coaching, training and process fixes
Lead uptraining and continuing education, remotely and during site visits
Own launch readiness for customer support: partner with product, engineering and field teams so agents have release notes, known issues, troubleshooting guides and call-handling guidance before new products, features and changes go live
Co-build the new-hire curriculum with on-site leadership, who deliver it in person, and approve changes to it
Create job aids, quick-reference guides, slide decks and knowledge base articles, using AI tools to speed up drafting
Keep training content current as products, policies and processes change
Review and approve forecasts, schedules and staffing changes before they go live
Question assumptions and hold deliverables accountable
Track service level, AHT, abandonment, FCR and CSAT trends and bring recommendations to leadership
Map current workflows, identify gaps and propose practical fixes
Review and approve SOP and process changes before rollout, and keep process documentation current
Support the rollout of new tools, systems and processes, including testing and user adoption
Own special projects from kickoff through results
Travel to customer sites, partner locations and offices in the U.S., Latin America and the Philippines for training, launches, audits and operational support