Bilingual Customer Service Representative
TP
Manager, Customer Support Enablement
AgencyAnalytics
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇨🇦 Canada
Visit company websiteSalary
💰 CA$86,400 - CA$129,600 per year
Job Level
Mid-LevelSenior
About the role
- Own and scale all Support enablement content across our Knowledge Base, LMS, and webinar programs.
- Define the strategy for our Knowledge Base to ensure customers can self-serve quickly and confidently.
- Partner with the People team to design training programs that accelerate onboarding and drive continuous learning.
- Collaborate with Product Marketing to develop engaging webinars that boost customer adoption and product understanding.
- Explore and implement AI and automation tools that streamline content creation and improve relevance.
- Build and maintain clear style guides that ensure consistent, on-brand communication across all channels.
- Mentor and grow a small team, ensuring high-quality output and cross-functional collaboration.
- Analyze engagement and performance data to continually improve content and outcomes.
Requirements
- 5+ years in Enablement, GTM, or a similar role creating and managing educational content for customers or internal teams.
- Proven experience developing content strategies that support customer success and team enablement.
- Strong leadership and stakeholder management skills, with experience in mentoring and developing others.
- Excellent writing and editing abilities, with a knack for tailoring content to different audiences and formats.
- Strong organizational skills with the ability to manage multiple projects and priorities.
- A data-driven mindset and experience turning insights into actionable improvements.
- Curiosity about emerging content trends and the responsible use of AI to scale enablement.
- Bonus points if you have:
- Experience in a Customer Support environment and familiarity with support workflows.
- Hands-on experience managing an LMS, building onboarding paths, or developing training programs.
Benefits
- Our base salary for this role ranges from $86,400 to $129,600 CAD. Compensation is determined by factors such as market salary data within Canada, technical skills, previous work history, and internal pay equity. Many positions also include additional variable compensation, which our Talent Acquisition team will discuss with you during the interview process.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
content strategyeducational content managementdata analysiswritingeditingonboarding program developmenttraining program developmentAI implementationautomation toolscustomer success
Soft skills
leadershipstakeholder managementmentoringorganizational skillsproject managementcommunicationcollaborationcuriosityadaptabilityproblem-solving
