⌘ Role Overview

The CX Enablement Specialist is responsible for improving the quality, consistency, and effectiveness of CX (Customer Support and Trust & Safety) through training, documentation, and quality assurance.

This role sits at the intersection of frontline support and operational excellence: ensuring that all Representatives are well-equipped, processes are clearly documented, and customer interactions meet Timeleft’s standards.

While this is an individual contributor role today, it is designed to grow into a future CX Enablement Manager position as the CX organisation scales.

⌘ Key Responsibilities

Knowledge Base & Content Ownership

• Own and maintain the external Help Center and internal support documentation, including macros, workflows, and SOPs.
• Ensure knowledge content is accurate, up-to-date, and easy for the team to apply.
• Identify recurring gaps in documentation and proactively close them.
• Partner with Product and other relevant teams to reflect new changes in support content.

Training & Team Enablement

• Support onboarding and ramp-up of new Representatives and team members.
• Develop lightweight training materials, guides, and refreshers for the team.
• Run coaching sessions and workshops on key topics (tone, policies, workflows).
• Ensure consistent understanding and execution across shifts and agents.

Quality Assurance

• Conduct regular ticket quality reviews to ensure adherence to tone, accuracy, and standards.
• Surface coaching opportunities and quality trends to Leads and Managers.
• Help define and improve QA processes as the team scales.

Continuous Improvement & Feedback Loops

• Identify recurring customer pain points and operational inefficiencies.
• Share insights and improvement recommendations with CX Leadership.
• Contribute to process improvements that increase both efficiency and customer experience.
• Stay close to real support work by handling a small number of tickets when needed.

⌘ Expected Outcomes

• Support documentation is reliable, clear, and consistently used by the team.
• New hires ramp faster with stronger confidence and fewer repeated mistakes.
• Ticket quality improves over time, with consistent tone and decision-making.
• QA insights translate into coaching, training, and operational improvements.
• CX Leaders spend less time correcting basics and more time leading strategically.

⌘ Skills & Competencies

• Strong written communication and ability to simplify complex processes.
• Highly organised, detail-oriented, and quality-focused.
• Comfortable coaching and enabling peers without formal authority.
• Strong judgment around customer experience and tone.
• Able to spot patterns and translate them into training or content improvements.
• Collaborative mindset and comfort working cross-functionally.

⌘ Required Experience

• 2–3+ years in Customer Support or Customer Experience roles.
• Experience writing documentation, training materials, and process guides.
• Experience in QA within Customer Support environments.
• Familiarity with Zendesk or similar support platforms.
• Strong fluency in English required.

⌘ Recruitment Process

• Introduction Interview (30min): A conversation with Talent Acquisition Lead to discuss your experience, career goals, and how they align with our mission at Timeleft.
• Business Interview (30min): Discussion with Head of CX, your future manager, about the details of the job, expected outcomes and mutual fit.
• Take-Home Case Study: A short exercise designed to understand your thinking, approach, and how you would handle typical scenarios in the role (details will be shared in advance).
• Final interview (45min): A follow-up conversation with the Head of CX to review your take-home, answer any remaining questions, and ensure strong mutual alignment.