Posted May 20, 2026
You’ll report to our Director, Customer Support and work closely with Support Team Leads, Support Operations, Enablement, Knowledge/Content teams, Customer Experience, Product, Engineering, and Data. Our team is highly collaborative and focused on improving the customer experience through stronger support quality, better training, clearer standards, and scalable operating mechanisms. You’ll partner across teams to ensure that quality insights lead to meaningful coaching, training improvements, and operational change. ## What you’ll be doing
As a CX Program Manager, Support Quality, Training & Enablement, you will:
In this role, you can expect to work on priorities such as:
You can expect to work across a tech environment that includes QA tooling, support platforms, LMS or enablement tools, knowledge systems, BI/reporting tools, workflow tools, and collaboration platforms. Examples: Zendesk, Intercom, Playvox, Klaus, MaestroQA or similar, learning and content platforms, Looker/Tableau/Power BI, Jira/Asana, and Slack. ## What you bring
You’ll thrive in this role if you have:
Program management experience in Customer Support, Customer Experience, Quality Assurance, Training, Enablement, or Support Operations. - Prior Customer Experience or Customer Support experience with a strong understanding of what drives quality, consistency, and customer trust. - Experience running or supporting a QA programme in a support environment, including scoring frameworks, calibration, feedback loops, and quality reporting. - Experience building or coordinating training and enablement programmes that improve team capability and performance. - A strong analytical mindset and comfort working with quality data, support trends, and performance insights to identify priorities and root causes. - Familiarity with QA tooling and support platforms such as Playvox, Klaus, MaestroQA, Zendesk, Intercom, or similar solutions. - A sharp eye for what makes a customer interaction genuinely good — not just technically correct, but clear, useful, empathetic, and outcome-oriented. - Strong cross-functional collaboration skills and the ability to influence Team Leads, frontline teams, and partner functions without direct authority. - Clear, direct communication skills with the ability to translate quality metrics into insights and stories that resonate with different audiences. - Strong organisational and execution skills with the ability to manage multiple workstreams and move programmes forward in a scaling environment. ## Nice to have
Experience scaling QA, training, or enablement in a high-growth environment
Familiarity with CSAT, NPS, CES, and how quality programmes connect to customer satisfaction and customer effort
Experience in fintech, SaaS, B2B technology, or operational support environments
Background in BPO, outsourced support QA, or multi-site support models
Experience with knowledge management, content reinforcement, or AI-assisted quality and coaching tools
This role is a good fit for you if:
You care deeply about what great support looks and feels like for customers. - You enjoy turning quality signals into coaching, training, and real operational improvement. - You like building structure and repeatability into programmes that help teams perform better. - You are strong at connecting frontline experience, learning needs, and business priorities. - You want to help shape how support quality and readiness scale in a growing company. ## This role is not a good fit for you if:
You are looking for a direct people-management role rather than an individual contributor programme role. - You prefer quality work that is only about auditing rather than improvement, coaching, and enablement. - You do not enjoy working across multiple stakeholders to drive consistency and change. - You are uncomfortable using data, feedback, and trend analysis to shape action. - You prefer highly isolated work with limited collaboration across support and CX functions. ## How you’ll develop in this role
In your first month at Pleo, you’ll:
Learn the current support model, channel mix, workflows, quality expectations, and major pain points. - Build a view of the current QA process, scoring consistency, training approach, and enablement gaps. - Start improving visibility into quality trends, coaching opportunities, and recurring friction points. - Support immediate improvements to quality frameworks, calibration, or training priorities where needed. In your first 6 months, you’ll:
Strengthen the structure and cadence of the QA programme across channels. - Improve how quality insights connect to coaching, enablement, and learning reinforcement. - Deliver clearer dashboards and reporting for support leadership and key stakeholders. - Drive measurable progress in quality consistency, coaching follow-through, and training effectiveness. In your first 12 months, you’ll:
Help establish a stronger operating model that connects QA, training, and enablement into one continuous improvement system. - Improve consistency in what great support looks like across teams and channels. - Deliver measurable gains in quality visibility, readiness, coaching effectiveness, and customer experience. - Be recognised as a strong programme owner who helps support quality and capability scale in a practical, sustainable way. ## Success in this role looks like
Support quality standards are clear, trusted, and applied consistently. - QA findings lead to better coaching, better training, and stronger frontline performance. - Calibration processes improve scoring alignment and confidence in the programme. - Leaders have better visibility into quality trends, recurring issues, and areas of investment. - Training and enablement are better connected to actual customer interaction needs. - Support quality becomes a stronger driver of customer confidence, consistency, and satisfaction. ## Candidate profile summary
The strongest candidate for this role is a strong individual contributor with prior CX or Support experience who understands how quality, training, and enablement work together to improve the customer experience. They are organised, analytical, collaborative, and improvement-focused. They do not need direct reports to create impact. They know how to raise the bar through structure, insight, influence, and execution.
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