[Hiring] Enablement & Quality Manager @Workwize

Role Description

Workwize is hiring its first Enablement & Quality Manager for Customer Support, a greenfield role where you'll build the function from the ground up rather than step into one that already exists. You'll define how our support agents grow into this role, and build the way we measure that growth.

• Design a structured onboarding process to replace ad hoc, live-queue ramping.
• Build a quality function from the ground up.
• Work on global hardware logistics with a direct line to the function head.
• Shape the quality system from day one.

Key Responsibilities

• Learn the job on the queue and with every team lead, document the current onboarding process, and establish a baseline ramp measurement.
• Design and launch a structured onboarding programme, and restructure the knowledge base for long-term maintenance.
• Own the quality system end-to-end (sampling methodology, calibration sessions, scoring consistency, and trend reporting).
• Partner with the function head to align the system to their rubric and definition of "good."
• Surface calibrated quality trends for team leads to coach agents and drive individual improvement.
• Own time-to-productivity and keep improving it while maintaining the knowledge base.

Experience

• Built a curriculum yourself, not just delivered one.
• Owned time-to-productivity as a number.
• Frontline credibility: Worked a support queue or equivalent hands-on experience.
• Supported a team at roughly this scale in a complex product environment.

Nice to have

• Stood up a QA scorecard and run calibration sessions.
• Used AI tooling for enablement (assisted authoring, automated QA sampling, or self-serve answers).
• Owned an LMS or knowledge platform as a means, not an identity.
• Supported a distributed team across EU and US hours.
• Formal L&D qualifications are welcome but not required.

Technical Skills

• Instructional Design: Understand chunking, practice over presentation, assessment that proves capability, and spaced reinforcement.
• Content Operations: Comfortable setting a review cadence, assigning ownership per article, tracking stale content, and raising maintenance needs.
• Measurement: Able to define a ramp metric, establish a baseline, and assess changes.
• Quality Systems: Experience with sampling design, calibration, scoring consistency, and trend reporting.
• Tooling: Familiarity with knowledge base and LMS platforms; experience with AI-assisted authoring or QA sampling is a plus.
• Domain Expertise: Able to get up to speed on a complex product quickly and teach it within weeks.

Soft Skills

• Influence Without Authority: Comfortable getting team leads on board to release agents for training.
• Credibility With Agents: Teaches rather than enforces, respecting performance conversations belong to team leads.
• Intellectual Honesty: Willing to measure the impact of your own training honestly.

Our Team

Becoming part of Workwize means making an impact. We ensure that we contribute to the change in the way of working. Our rapidly growing and ambitious team consists of individuals from diverse backgrounds: entrepreneurs, operational specialists, developers, and sales gurus. We're always on the lookout for original ideas to reach more customers and create the best value for them.

We are looking forward to meeting you!