Customer Support Enablement Manager (Portugal)
ZigZag Global, Portugal
Job Description
Job Title: Customer Support Enablement Manager
Type of employment: Permanent, Full time
Location: Remote from the UK, Portugal or Bulgaria - to be considered, you need to be already resident in one of these countries.
About ZigZag Global
We are Returns! We’re an award-winning eCommerce returns business founded in 2015 by our CEO, Al Gerrie. We live to push boundaries of smarter returns and we want a thriving retail world where every customer experience is both delightful and considered, everything we buy can be loved and re-loved and preserving our planet is part of the fabric of how we shop.
Today, more than 200 companies across 130 countries use our SaaS platform to help reduce the cost, friction, and impact of returns. Part of our leading Enterprise retail clients are Inditex (Zara, Bershka, Pullamp;Bear, etc.), Superdry, Sports Direct, The Hut Group, Swarovski, not to forget the Whitelabel partnership with the world’s biggest logistics businesses like DHL, Evri, SkyNet and FedEx.
In March 2021, ZigZag was acquired by Global Blue, an industry leader in tax free shopping. Strengthening our reach across the global retail industry and allowing us to continue to do what we do best, help retailers manage and re-sell their returns.
At ZigZag, we embody a set of values that lies at the core of our workplace culture. Our dedication to the Start-up Spirit, Human Heart and Grown-up Mindset defines our collaborative spirit and shapes our collective success.
The role
As a Customer Support Enablement Manager at Zigzag you will play a pivotal role in optimizing the performance of our Support team. You will be responsible for designing and implementing comprehensive training and quality assurance processes to equip our support agents with the knowledge, skills, and resources needed to deliver exceptional service. Your role will be instrumental in ensuring our teams are well-prepared, informed, and capable of exceeding customer expectations.
You’ll be responsible for shaping a new QA and training framework for us and rolling out a reporting structure that flags areas of poor quality or high risk in our department.
Key Responsibilities
- Create and implement training programs for customer support teams, covering product knowledge, communication skills, service techniques, and issue resolution.
- Develop training materials, resources, and documentation, including manuals and guides, to support training initiatives.
- Facilitate the onboarding process for new support team members, ensuring they are well-acquainted with company policies, procedures, and tools.
- Establish and manage ongoing learning and development programs to enhance the skills and knowledge of existing support staff.
- Monitor and evaluate the effectiveness of training programs through assessments, feedback, and performance metrics, adjusting as necessary.
- Implement and manage enablement tools and platforms to streamline knowledge sharing and access to resources.
- Collaborate with product teams, customer success teams, and other relevant departments to ensure alignment in product knowledge and support with change management training.
- Develop and implement quality assurance processes to ensure consistent and high-quality customer support interactions.
- Track and report on key performance indicators related to support enablement, demonstrating the impact of training efforts on customer satisfaction and team performance.
Requirements
- You are experienced in Customer-Service Quality Assessment and/or employee training, knowledge base creation.
- You have excellent coaching and development skills and are able to support employees with a range of skill levels within the teams
- You’re strong analytically, with the ability to accurately identify key issues.
- Someone with excellent writing and communication skills.
- You’re results focused and have a strong sense of accountability.
- You enjoy problem solving, are a proactive and motivated individual with a resilient approach to project management.
- You can operate with urgency and prioritise work accordingly; delivering within approved timelines and budgets.
- Experience using Hubspot, Knowledge Hub, QA software is a plus but not a must.
Benefits
- Competitive salary
- 24 days holiday + bank holidays + additional day holiday after every full year of service (up to 5 additional days) plus a bonus day off for your birthday
- Flexible working options - fully remote with option to work from our London office
- Pension plan
- BUPA Private Medical Insurance
- Annual Lamp;D Budget