Customer Service Representative providing support for clients and their pets at a veterinary clinic. Managing appointments, addressing inquiries, and ensuring a positive customer experience.
About the role
- Customer Experience Enablement Leader at Cloaked, a privacy startup. Leading efforts to ensure high-quality support for users navigating personal data and privacy.
Responsibilities
- Define and lead the CX Enablement function across training, knowledge management, AI workflows, and launch readiness
- Establish clear standards for what "ready" looks like for agents, vendors, and bots across all channels
- Build and lead a high-performing enablement team across training, QA alignment, and knowledge
- Set clear role expectations, career paths, and feedback loops through regular 1:1s and development planning
- Foster a culture of high trust, accountability, and operational excellence
- Design and scale training programs for internal and BPO agents covering technical troubleshooting, billing, account access, fraud, identity incidents, and regulatory workflows
- Ensure agents are prepared to support emotionally charged, high-stakes interactions with empathy and precision
- Own onboarding, continuous learning, and change management as the product evolves
- Own CX knowledge architecture, including internal playbooks and customer-facing help content
- Ensure content is accurate, current, searchable, and structured for both humans and AI
- Partner with Product and Legal to keep guidance compliant and aligned with evolving privacy requirements
- Partner with Product and Data to leverage AI tools to drive efficiency, deflection, and faster resolution
- Design workflows that support agents and customers without compromising trust or clarity
- Continuously improve AI performance through better knowledge, prompts, and feedback loops
- Build and own a CX launch readiness framework for new features, products, and policies
- Coordinate cross-functional dependencies and ensure CX is never the last team to find out
- Coach stakeholders on what CX needs to successfully support launches at scale
- Own enablement prioritization, sprint planning, and budget across tools, training, and vendors
- Make thoughtful trade-offs between urgent operational needs and long-term leverage
Requirements
- Deep experience in CX enablement, support operations, or customer experience leadership in a high-growth technology environment
- Proven success building and scaling training and knowledge systems for both internal teams and BPO partners
- Deep expertise in knowledge management, including content strategy, taxonomy, and self-service enablement
- Hands-on experience with LMS platforms and strong interest in applying AI to CX operations
- Strong analytical instincts with a track record of tying enablement work to measurable business outcomes
- Exceptional cross-functional communication and stakeholder management skills
- Comfort operating in ambiguity and building systems from first principles
- Experience supporting globally distributed teams and vendors
- What's nice to have?
- Experience with Intercom or similar customer support platforms
- Experience designing and implementing AI-powered support bots and deflection strategies
- Background in privacy, security, or regulated industries
Benefits
- Cloaked employees have 401K, as well as top of the line Health, Dental, and Vision benefits.
- We offer flexible work arrangements and the ability to work remotely as needed.
- Cloaked provides a home office stipend in addition to a new company laptop (and other tech depending on the role).
- Competitive PTO: We encourage employees to take a minimum # of vacation per quarter.
- Monthly health stipend: Used for any kind of physical, mental or emotional care you’d like to take for yourself, be it a gym membership, a meditation app, or time with a personal trainer.
- Late Night Meals: We offer employees a monthly meal stipend to be used when they don't have time to get a home cooked meal going!
- Professional Growth: Opportunities for career development and personal growth are provided to all employees who seek to further their knowledge and capabilities through an unlimited professional development fund.
- Team members are encouraged to regularly attend conferences and industry events.
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