Role Overview
The

Enablement & Operations Manager

owns the systems, processes, and enablement that allow Customer Support and Trust & Safety to run consistently and at scale.

The role spans two connected areas:

Enablement

(knowledge and documentation standards, onboarding and training, and ownership of the quality programme) and

Operations

(tooling, Zendesk configuration, automation and AI-assisted workflows, taxonomies, and reporting).

This is a hands-on leadership role. You are the point of accountability for how the CX function operates day to day, expected to independently identify gaps, propose solutions, and drive them through to implementation. You stay close to reality through system monitoring, dashboards, and quality insight rather than frontline ticket handling, and you line-manage a QA Analyst.

Key Responsibilities
Enablement, Knowledge & Training

Own the Help Centre and internal support documentation standards, including macros, workflows, and SOPs.





Own onboarding and ramp frameworks and set training priorities so representatives are consistently well-equipped.

Keep knowledge content accurate, current, and easy for the team to apply, closing gaps proactively.

Quality

Own the QA framework and standards across the CX function.

Line-manage a QA Analyst, and turn quality findings into coaching, content, process, and automation improvements.

CX Systems, Tooling & Automation

Own CX tooling standards and Zendesk system configuration: routing, triggers, automations, and escalation logic across Customer Support and Trust & Safety.

Lead the continuous rollout and governance of AI-assisted support and moderation workflows, including prompt configuration, automation rules, quality checks, and safeguards.

Own intent, sentiment, and feedback taxonomies, ensuring tagging reflects customer context and risk.

Monitor automation performance and decide when adjustments, safeguards, or rollbacks are needed.

Insights, Reporting & Cross-Functional Collabo

📌 CX Enablement (Madrid)
🏢 Timeleft
📍 Madrid