Tapcheck

Enablement Manager

Tapcheck

full-time

Posted on:

Location Type: Hybrid

Location: Alabama, Arizona, California, Colorado, District of Columbia, Florida, Idaho, Illinois, Louisiana, Massachusetts, Missouri, Montana, Nevada, New Hampshire, New Jersey, New York, North Carolina, Ohio, Oregon, Pennsylvania, Rhode Island, South Carolina, Texas, Utah, Virginia, Washington, Wisconsin • 🇺🇸 United States

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Salary

💰 $110,000 per year

Job Level

Mid-LevelSenior

About the role

  • Define and oversee the roadmap for all Support platforms, including Zendesk, FlowEQ, Ada, QA tools, Knowledge, and WFM systems.
  • Ensure systems are configured to support scale, efficiency, and consistency across global operations.
  • Drive the evaluation and adoption of new tools and enhancements that improve Support maturity.
  • Guide the development and execution of automation strategies across chat, ticketing, and voice.
  • Ensure automations reduce manual workload, improve customer experience, and align to company goals.
  • Regularly review automation performance, containment metrics, and customer outcomes to prioritize improvements.
  • Maintain ownership of all system integrations and cross-platform workflows.
  • Collaborate with Product and Engineering to drive integration enhancements and resolve technical issues quickly.
  • Guarantee that integration architecture supports accurate data flow and operational continuity.
  • Oversee reporting infrastructure and define standards for Support metrics and dashboards.
  • Ensure leaders have accurate, timely visibility into operational performance, automation trends, and CX-impacting issues.
  • Build a culture of continuous improvement, standardization, and operational excellence.

Requirements

  • 5+ years experience in Support Operations, Enablement, or Systems roles within a SaaS environment
  • 3+ years of people leadership experience managing analysts, program managers, or technical operators
  • Proven ownership of a Support tooling ecosystem
  • Demonstrated success leading automation and workflow initiatives that reduce manual effort and improve customer experience
  • Strong understanding of system integrations, data flows, and reporting infrastructure, with the ability to partner effectively with Data, Engineering, and Product teams
  • Highly analytical, with deep knowledge of support metrics, data governance, and executive-ready reporting
  • Strong operator and communicator able to prioritize ruthlessly, set a clear roadmap, and deliver scalable solutions in a fast-moving startup environment
Benefits
  • Competitive base
  • Flexible Time Off
  • Health Insurance
  • Dental Insurance
  • Vision Insurance
  • 401K Match

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
automation strategiessystem integrationsdata flowsreporting infrastructuresupport metricsdata governanceworkflow initiativesSaaS environmentSupport tooling ecosystemcustomer experience
Soft skills
people leadershipanalytical skillscommunicationprioritizationroadmap developmentcollaborationcontinuous improvementoperational excellenceproblem-solvingscalability