Technical Support Enablement Manager

VitalSource®, is hiring a(n) Technical Support Enablement Manager to contribute to our Customer Success team located in Raleigh NC, Chicago IL, Franklin TN, or Boston MA (preferred locations). Applicants outside of these preferred locations will be still considered.

The Technical Support Enablement Manager plays a critical role in ensuring front-line support agents are equipped with the knowledge, tools, and training necessary to deliver exceptional customer experiences. This role is responsible for developing and managing enablement strategies, optimizing support processes, and driving improvements in agent performance. The position partners closely with support leadership, operations, and cross-functional teams to enhance technical support effectiveness and efficiency.

Key Responsibilities:

Agent Enablement & Training 

• Develop and execute training programs, onboarding processes, and continuous learning initiatives to improve agent knowledge and skills. 
• Design and manage a structured enablement program that aligns with technical support best practices and customer experience goals. 
• Create training materials, documentation, and workshops to support ongoing agent development. 

Knowledge Management & Content Development 

• Oversee the maintenance and enhancement of knowledge base resources to ensure accuracy, consistency, and accessibility for support teams. 
• Develop and implement processes for continuous knowledge sharing and updates based on ticket trends and product changes. 
• Collaborate with cross-functional teams to ensure support content aligns with company policies and product updates. 

Quality Assurance & Performance Optimization 

• Establish and manage quality assurance (QA) programs to evaluate agent interactions, ensuring adherence to customer service standards. 
• Implement feedback and coaching frameworks to help agents continuously improve their performance. 
• Analyze agent performance data and customer feedback to identify areas for improvement. 

Support Tools & Process Optimization 

• Work closely with support operations teams to optimize agent workflows, including ticketing system enhancements and automation initiatives. 
• Identify gaps in agent tools and recommend improvements or integrations to enhance efficiency. 
• Partner with operations and product teams to implement self-service improvements and proactive support solutions. 

Cross-Functional Collaboration 

• Act as a liaison between technical support, operations, product, and engineering teams to ensure smooth enablement processes. 
• Collaborate with the Technical Support Operations Manager to align training and enablement strategies with broader support initiatives. 
• Partner with leadership to develop and execute strategies that improve customer satisfaction and support agent engagement. 
• Extended hours may be required to meet critical deadlines or support essential business operations.
• Other duties as assigned. 

Required Qualifications:

Education & Experience:

• 5+ years of experience in customer support, technical support, or support enablement.
• Associate degree in relevant field or equivalent experience required.
• Certifications in Zendesk, Salesforce, or similar systems strongly preferred.
• Proven experience in training program development, quality assurance, or agent enablement initiatives.

Technical Skills:

• Strong knowledge of