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:
Own and run the support quality programme across all support channels by defining frameworks, scorecards, calibration processes, quality standards, and feedback loops. - Build and improve QA processes that drive real performance improvement, not just monitoring and scoring. - Partner with Support Team Leads to strengthen coaching loops so QA findings translate into practical development for agents and measurable quality gains. - Coordinate training and enablement programmes that improve readiness, capability, consistency, and confidence across the support organisation. - Support onboarding and ongoing learning for support teams by helping define training needs, content priorities, reinforcement plans, and quality expectations. - to identify what is working, what is not, and where the organisation needs to invest. - including product friction, bugs, process breakdowns, policy confusion, knowledge gaps, and customer effort drivers. - across channels and interaction types, evolving standards as Pleo, customer expectations, and support motions change. - that provide the right level of visibility to frontline leaders, support management, and cross-functional stakeholders. - that keep scoring consistent, improve alignment, and create shared understanding of quality expectations. - so insights, learning, and coaching reinforce one another. - tied to customer effort, service quality, readiness, consistency, and continuous improvement. ##
Analyse quality trends and support performance signals
Surface recurring issues that go beyond support
Define and maintain what good looks like
Build reporting and dashboards
Run calibration sessions
Help connect QA, training, and enablement into one operating model
Contribute to broader CX programmes
To put things into context
In this role, you can expect to work on priorities such as:
maturing support QA into a more scalable and actionable programme
improving quality standards across chat, email, phone, and other channels
strengthening calibration and scoring consistency
building tighter connections between QA findings and coaching actions
improving training and enablement for new and existing support team members
identifying recurring quality issues tied to product, process, policy, or knowledge gaps
improving reporting and visibility into support quality trends
helping define the support behaviours and experiences that drive better CSAT and customer confidence
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
Why is this role a good fit for you
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.
