Manager of Customer Support leading a team focused on order process improvements and customer experience in North America. Overseeing operations in Bohemia, NY and Marlborough, MA.
About the role
- CX Operations & Enablement Lead working with teams to clarify workflows and improve processes. Focused on hands-on support and building structure from operating experience within a hybrid environment.
Responsibilities
- Support CX teams by helping clarify workflows, documentation, and “how things work”
- Assist with onboarding and training of new CX team members
- Help clean up, organize, and improve existing SOPs and internal docs
- Partner closely with CX Team Leads, QA, and Analytics to understand where teams are getting stuck
- Act as a flexible operator where structure is still forming
- Design and maintain scalable CX processes, SOPs, and playbooks
- Turn ad-hoc knowledge and tribal context into clear, usable documentation
- Build onboarding and ongoing enablement materials that reduce confusion and rework
- Partner with QA to align documentation with quality standards
- Partner with Analytics to ensure processes support clean, consistent data
- Help evaluate CX tools, platforms, and solutions
- Support rollout planning, documentation, and adoption for new tools or workflows
- Translate product, compliance, and operational changes into CX-ready guidance
Requirements
- Experience in CX operations, enablement, support, or adjacent operational roles
- Comfort being hands-on and working through ambiguity
- Strong process thinking and documentation skills
- Ability to see patterns and turn them into systems
- Clear written and verbal communication
- Collaborative mindset and low-ego approach
Benefits
- N/A
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