Enablement & Quality Manager - Customer Support | Remote, South Africa

Role overview

A greenfield Enablement & Quality Manager role for a customer support organization, where the successful candidate will build the function from the ground up rather than inherit an existing program. The position focuses on designing onboarding curricula, restructuring the knowledge base, and standing up a quality assurance framework for support agents. The work centers on a complex global hardware logistics product, with direct reporting access to the function head.

Responsibilities

- Document the existing onboarding process by working the queue and shadowing team leads, then establish a baseline ramp measurement - Design and launch a structured onboarding program while restructuring the knowledge base for long-term maintainability - Own the quality system end-to-end, including sampling methodology, calibration sessions, scoring consistency, and trend reporting - Partner with the function head to keep the quality system aligned with their rubric and definition of "good" - Surface calibrated quality trends that team leads use for agent coaching, while leaving performance conversations to them - Own time-to-productivity metrics and continuously refresh the knowledge base

Requirements

- Hands-on experience building a curriculum, demonstrated through artefacts such as a ramp plan, knowledge-base architecture, or certification path - Owned time-to-productivity as a measurable number, with a clear baseline, method, and result - Frontline credibility through prior work on a support queue or equivalent hands-on support experience - Experience supporting a team at a similar scale within a complex product environment

Nice to have

- Stood up a QA scorecard and run calibration sessions - Used AI tooling for enablement, such as assisted authoring or automated QA sampling - Owned an LMS or knowledge platform as a means rather than an end in itself - Supported distributed teams across EU and US hours - Formal L&D qualifications are welcome but not required

Benefits and work setup

- Remote position based in South Africa - Direct reporting line to the function head with a clear path to take on broader ownership of the quality system