Program Manager, Customer Support Enablement

Babylist

. Build the CS Enablement program from the ground up .

Posted 11/3/2026full-timeRemote • United StatesMid-LevelSenior💰 $140,000 - $170,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates deep expertise in Support Operations and Knowledge Management, with a strong ability to build and manage knowledge bases and create effective SOPs for complex scenarios. Proven experience in integrating AI into support processes and improving operational efficiency through data analysis and cross-functional collaboration.

Highest-signal resume keywords

Support Operations ExpertiseKnowledge ManagementAI IntegrationSOP DevelopmentCross-Functional Collaboration

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Documentation ManagementWorkflow DesignContent Structuring for AITicket Trend AnalysisOnboarding and Training Delivery

Soft Skills

Analytical ThinkingProblem-SolvingCommunication

Tools & Technologies

ZendeskGladlyHelp ScoutNotionGuru

Industry Keywords

AI-Native SupportKnowledge BaseCustomer SupportOperational StrategyFeedback Loops

About the role

Key responsibilities & impact

Build the CS Enablement program from the ground up
Create systems that keep human and AI agents current on knowledge base, training, and copilot content
Move support operations from AI-assisted to AI-native
Build and maintain the knowledge base as the source of truth for AI systems and human agents
Close content gaps and reduce unnecessary escalations
Improve chatbot coverage and resolution rates
Lead implementation of an AI copilot and drive usage to 90%+ of agent interactions
Build scalable training on trusting, overriding, and improving AI
Create SOPs for complex scenarios and streamline fragmented workflows
Design new processes with AI integrated from the start
Partner with the CS Analyst to identify contact drivers and documentation gaps
Establish feedback loops with frontline agents
Partner with BizOps Tech, Product, Analytics, and Customer Support teams on roadmap priorities

Requirements

What you’ll need

Deep expertise in Support Operations, Enablement, or Knowledge Management
Experience owning documentation, workflows, and operational strategy in high-volume environments
Ability to build and manage a knowledge base from scratch using Zendesk, Gladly, Help Scout, Notion, Guru, or similar
Ability to design for hybrid AI-agent and human-agent support organizations
Experience structuring content for AI consumption, writing prompts, and evaluating output quality
Ability to write clear, usable SOPs for complex, multi-step, or edge-case scenarios
Ability to build and deliver onboarding, process rollout, tool adoption, and AI workflow training
Strong ability to analyze ticket trends, contact drivers, and resolution times
Ability to work cross-functionally with BizOps, Product, Analytics, and engineering-adjacent teams
Demonstrated track record of using AI to improve personal productivity and output
Comfortable creating a new function without an established playbook

Benefits

Comp & perks

Company-paid medical, dental, and vision insurance
Retirement savings plan with company matching and flexible spending accounts
Generous paid parental leave and PTO
Winter Wonder Week: the whole company takes a paid week off at the end of the year
Remote work stipend to set up your office
Perks for physical, mental, and emotional health, parenting, childcare, and financial planning
Competitive pay and meaningful opportunities for career advancement
Career progression and performance-based advancement
Leading tools like Claude and ChatGPT from day one
Twice-yearly company gatherings