VitalSource

Technical Support Enablement Manager

VitalSource

full-time

Posted on:

Location: Illinois, Massachusetts, North Carolina, Tennessee • 🇺🇸 United States

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Job Level

Mid-LevelSenior

About the role

  • 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.
  • 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 content alignment.
  • Establish and manage quality assurance (QA) programs to evaluate agent interactions and ensure 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.
  • Work with support operations to optimize agent workflows, including ticketing system enhancements and automation initiatives; identify gaps in agent tools and recommend improvements or integrations.
  • Partner with operations and product teams to implement self-service improvements and proactive support solutions.
  • Act as a liaison between technical support, operations, product, and engineering teams to ensure smooth enablement processes; collaborate with the Technical Support Operations Manager and leadership to align strategies and improve customer satisfaction.
  • Extended hours may be required to meet critical deadlines or support essential business operations; other duties as assigned.

Requirements

  • 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.
  • Strong knowledge of support ticketing platforms (e.g. Zendesk, Salesforce, Jira) and workflow automation tools.
  • Experience in process improvement, knowledge management, and performance analytics.
  • Excellent communication and presentation skills.
  • Ability to work cross-functionally and influence stakeholders across teams.
  • Strong leadership skills with experience in mentoring and coaching support teams.
  • Ability to adapt to changing priorities and business needs.
  • Remote work within ET timezone(s).
  • Extended hours may be required to meet critical deadlines.
  • Minimal travel per year.
  • Ability to operate a personal computer and standard office equipment; primarily sedentary work.