Role Overview:

We have an immediate need for a Manager, Support Enablement at Fuze in our Boston, MA office. This is a role in a fast-paced, dynamic environment that has a global reach, acting as a liaison between multiple departments to ensure Support teams understand and are prepared to troubleshoot new products and features. This role includes advocating within the product teams for supportability enhancements. The Manager represents Worldwide Support Readiness internally (Support leadership and Support stakeholders) and promotes the value of various Worldwide Support Readiness Products and Programs throughout the company.

This individual will shape direction and readiness plans for the global Support Readiness team, including project planning, requirements definition, lifecycle approach, and delivery plans for all Support Readiness deliverables in alignment with Product Supportability and Knowledge teams, acting as a driver for Support operational and business goals. The Manager will establish Support Readiness priorities, communicate results throughout the Support team, identify new opportunities to meet Support business goals, and collaborate across multiple teams to support these common goals. The Manager ensures that the product release lifecycle process for Support Readiness is executed effectively in partnership with Product Supportability and Knowledge teams.

The Manager will also be responsible for identifying and driving other enablement deliverables that positively impact Support KPIs, including delivery and coordination of onboarding programs for new Support team hires, essential and advanced troubleshooting training, and professional soft-skills training. This individual will participate in product release meetings and communicate the outcomes with leadership, have a full understanding of internal systems, processes, and tools to assess the impact of new products and services on support, and will engage in relevant decision-making processes. The Manager will work with the Training and Knowledge Base teams to create content surrounding Support enablement for new product releases, product updates, and upgrades. It is expected that this individual will energize and excite the Support team about new releases, products, and tools.

Qualifications and Requirements: 

• Bachelor’s Degree preferred
• 5+ years of increasingly responsible experience in Customer/Technical Support, Customer Experience Management, Call Center Management, and Project Management
• 3+ years leading Services product release portfolios and programs, including documentation, business readiness planning, lifecycle planning, and project management skills
• In-depth knowledge of the SaaS support business and unified communications, and a solid understanding of the Contact Center and the Customer Service market space
• Experienced in developing and managing cross-functional meetings and projects leading to successful delivery
• Demonstrated ability to influence department-wide decisions through strategic recommendations and detailed business cases.
• Demonstrated repeated good judgment regarding decision-making authority within appropriate parameters and getting input for larger-scale decisions
• Demonstrated experienced in delivering enablement courses to various levels of technical support experts
• Seasoned in establishing metrics for tracking impact and performance

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