About this opportunity
Enseo lists this Customer Support Program Manager opportunity in plano, Texas. Review the employer’s description below for duties, qualifications and application requirements.
Job description
Customer Support ProfessionalAt Enseo, we're redefining what hospitality technology can be. We provide the technology for modern hospitality — helping hotels across the U.S., Canada, and Mexico deliver personalized digital guest experiences while simplifying operations behind the scenes. Our solutions enable hotel teams to improve guest satisfaction, operate more efficiently, and unlock new revenue opportunities. From in-room entertainment and reliable connectivity to guest engagement and property-wide insights, Enseo's platform supports some of the most recognized hotel brands in the industry. Our technology powers more than 84 million guest experiences each year across over 330,000 rooms.We're looking for a hands-on customer support professional who has worn many hats in a contact center and enjoys the variety. You'll move between the phones and the back office: handling escalated and overflow contacts, coaching agents, leading training and enablement, and building the processes that help the team scale. You'll report to the Vice President of Customer Support and partner closely with our on-site leadership in the Philippines, who run workforce management, quality assurance and new-hire training day to day. You'll provide a second layer of review, checking and approving changes to that work before they go live. It's a partnership built on close collaboration rather than a reporting line, and it's central to how our support team works.What You'll DoContact Center Program ManagementExercise independent judgment to approve, reject or send back changes to QA standards, forecasts and schedules, SOPs, training curricula and launch readiness plans before they go liveSet program standards, priorities and success measures for quality, workforce management, training and enablement, in alignment with the VP of Customer SupportRecommend staffing, tooling and process investments to leadership based on performance data and trendsInfluence and align leaders across sites and functions without direct authorityEscalations and Frontline SupportServe as a senior point of contact for complex, high-impact customer escalations, such as when hotel leaders or key accounts need a leadership-level contact, coordinating resolution across support, field service, product and account teamsAct as a subject matter expert and resource for agents and team leads on complex or unusual issuesIdentify recurring and systemic customer issues from escalations and ticket trends, and drive fixes with product, field service and account teamsDirect customer contact is occasional and limited to complex escalations; this role does not provide routine queue coverage or fill agent staffing gapsQuality Assurance OversightReview and approve changes to the QA scorecard, evaluation targets and calibration standardsReview QA results regularly, spot gaps and hold deliverables to agreed standards and timelinesJoin cross-site calibration sessions and turn QA trends into coaching, training and process fixesTraining and EnablementLead uptraining and continuing education, remotely and during site visitsOwn launch readiness for customer support: partner with product, engineering and field teams so agents have release notes, known issues, troubleshooting guides and call-handling guidance before new products, features and changes go liveCo-build the new-hire curriculum with on-site leadership, who deliver it in person, and approve changes to itCreate job aids, quick-reference guides, slide decks and knowledge base articles, using AI tools to speed up draftingKeep training content current as products, policies and processes changeWorkforce Management OversightReview and approve forecasts, schedules and staffing changes before they go liveQuestion assumptions and hold deliverables accountableTrack service level, AHT, abandonment, FCR and CSAT trends and bring recommendations to leadershipProcess ImprovementMap current workflows, identify gaps and propose practical fixesReview and approve SOP and process changes before rollout, and keep process documentation currentSupport the rollout of new tools, systems and processes, including testing and user adoptionProjects, Partners and TravelOwn special projects from kickoff through resultsTravel to customer sites, partner locations and offices in the U.S., Latin America and the Philippines for training, launches, audits and operational supportWhat We're Looking ForRequired5+ years of customer support experience, including at least 2 years as a supervisor or trainer in any customer support function (for example frontline, QA, WFM or training)Hands-on experience in at least three of: Operational leadership, QA, training and enablement, WFM, process improvement, instructional designExperience partnering with a global team of employeesWorking knowledge of contact center KPIs (service level, AHT, FCR, CSAT, adherence) and how to improve themConfidence facilitating training for groups, in person and on video callsStrong Excel or Google Sheets skills for reporting and for reviewing forecasts and schedulesClear written communication, with experience writing SOPs, job aids or knowledge base articlesHands-on experience using AI tools (for example ChatGPT, Claude or Microsoft Copilot) at work for writing, analysis or content creationAbility to manage several priorities with little supervision and to influence peers without direct authorityAble and willing to travel up to 25%, including to Latin America and the Philippines, with a valid passport or the ability to obtain oneAble to work primarily business hours, with flexibility to cover peak periods, go-lives and time-zone differencesMust be based in TexasPreferredExperience in a B2B, technology or hospitality support environmentFamiliarity with CCaaS, ticketing and WFM tools such as Five9, Genesys, NICE, Zendesk or Salesforce Service CloudExperience building AI-assisted workflows, prompts or knowledge tools for a support teamExposure to Lean, Six Sigma or similar process improvement methodsExposure to ADKAR or similar process improvement methodsBilingual in English and SpanishBachelor's degree or equivalent experiencePhysical requirements: Occasional standing, stooping, and lifting up to 15 poundsWorking Conditions: This is a full-time hybrid/remote office environment. International travel up to 25 % may be required.Physical Demands: Prolonged periods of sitting at a desk, working on a computer, and speaking on a telephone. Frequent repetitive motionsApplicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.
Worksite address
plano, TX, 75023, US
Who can apply
Review the original listing for work authorization, qualifications and employer requirements.