Enablement Manager (Customer Experience)

<p><strong>Our vision is to be the universal symbol of trust, bringing consumers and businesses together through reviews. We are well on our way — but there’s still an exciting journey ahead. Join us at the heart of trust.</strong></p><p>As the Customer Experience (CX) team's Enablement Manager, you will play a vital role at the heart of Trustpilot’s broader Customer Experience team focused on our mission of becoming a universal symbol of trust.</p> <p>The overall responsibility will be to oversee the introduction and development of the CX Enablement program to ensure that the support teams have the information and tools they need to support customers and deliver a great customer experience. This includes resources and solutions for training, documentation, tools, an understanding of processes, and anything else the team might need to answer questions and provide value to customers.</p> <p>You will also be involved in developing and delivering the content, knowledge base, and training programs for our support team. This role requires proven leadership skills, a deep understanding of customer support processes, and the ability to create and implement effective training and knowledge management strategies.</p> <p><strong>What you’ll be doing:</strong></p> <ul> <li>Work with CX leadership to develop, implement, optimize, and assess the enablement program.</li> <li>Determine CX enablement priorities with CX stakeholders</li> <li>Gather and relay feedback to continuously iterate on the enablement strategy.</li> <li>Develop and implement comprehensive training programs for support agents to enhance their skills and knowledge.</li> <li>Oversee the creation and maintenance of high-quality, up-to-date content and knowledge-base resources.</li> <li>Collaborate with support team leaders to identify training needs and develop targeted training solutions.</li> <li>Monitor and evaluate the effectiveness of training programs and knowledge resources, making improvements as needed.</li> <li>Ensure that all training materials and knowledge base content are aligned with company policies and standards.</li> <li>Stay up-to-date with industry trends and best practices in support training and knowledge management.</li> <li>Promote a culture of continuous learning and improvement within the support team.</li> </ul> <p><strong>Who you are:</strong></p> <ul> <li>Proven experience in training, knowledge management, or enablement roles within a support or customer service environment.</li> <li>Comprehensive understanding of customer support operations and best practices.</li> <li>Effective communication, presentation, and interpersonal skills.</li> <li>Ability to oversee and mentor a team of specialists.</li> <li>Comprehensive organizational and project management skills.</li> <li>Ability to work in a fast-paced environment and manage multiple projects simultaneously.</li> <li>Experience with learning management systems (LMS) and knowledge management tools.</li> </ul> <p><strong>What’s in it for you:</strong></p> <ul> <li>A range of flexible working options to dedicate time to what matters to you</li> <li>Competitive compensation package + bonus</li> <li>25 days holiday per year, with an extra 5 days holiday allocated after your 1 year anniversary (prorated) </li> <li>Two (paid) volunteering days a year to spend your time giving back to the causes that matter to you and your community</li> <li>Rich learning and development opportunities are supported through the Trustpilot Academy, LinkedIn Learning, and Blinkist</li> <li>Comprehensive health package, pension, and full access to Headspace, a popular mindfulness app to promote positive mental health</li> <li>Paid parental leave</li> <li>Central office with  a laid-back vibe and constant buzz of different languages being spoken everywhere you go It’s complete with a coffee bar, canteen, and table tennis and has a wide variety of refreshments available - you can opt-in for breakfast and lunch at an affordable price</li> <li>Regular opportunities to connect and get to know your fellow Trusties, including company-wide celebrations and events, ERG activities, and team socials</li> <li>Opportunity to join the Trustpilot Social Club for a small monthly fee and attend regular social and leisure activities like go-karting, cooking classes, and escape rooms </li> <li>Employee discounts to restaurants and shops</li> </ul> <p><strong>Still not sure?</strong></p> <p>We want to be a part of creating a more diverse, equitable, and inclusive world of work for all. We’re excited to hear about your experiences as well as how you will contribute to our working culture. So, even if you don’t feel you don't meet all the requirements, we'd still really like to hear from you!</p><p><strong>About us</strong></p> <p>Trustpilot began in 2007 with a simple yet powerful idea that is more relevant today than ever — to be the universal symbol of trust, bringing consumers and businesses together through reviews. Tru