VitalSource Technologies Careers

VitalSource®, is hiring a(n) Technical Support Enablement Manager to contribute to our Customer Success team located in Raleigh NC, Chicago IL, Franklin TN, or Boston MA (preferred locations). Applicants outside of these preferred locations will be still considered.

The Technical Support Enablement Manager plays a critical role in ensuring front-line support agents are equipped with the knowledge, tools, and training necessary to deliver exceptional customer experiences. This role is responsible for developing and managing enablement strategies, optimizing support processes, and driving improvements in agent performance. The position partners closely with support leadership, operations, and cross-functional teams to enhance technical support effectiveness and efficiency.

Key Responsibilities:

Agent Enablement & Training 

• Develop and execute training programs, onboarding processes, and continuous learning initiatives to improve agent knowledge and skills. 
• Design and manage a structured enablement program that aligns with technical support best practices and customer experience goals. 
• Create training materials, documentation, and workshops to support ongoing agent development. 

Knowledge Management & Content Development 

• Oversee the maintenance and enhancement of knowledge base resources to ensure accuracy, consistency, and accessibility for support teams. 
• Develop and implement processes for continuous knowledge sharing and updates based on ticket trends and product changes. 
• Collaborate with cross-functional teams to ensure support content aligns with company policies and product updates. 

Quality Assurance & Performance Optimization 

• Establish and manage quality assurance (QA) programs to evaluate agent interactions, ensuring adherence to customer service standards. 
• Implement feedback and coaching frameworks to help agents continuously improve their performance. 
• Analyze agent performance data and customer feedback to identify areas for improvement. 

Support Tools & Process Optimization 

• Work closely with support operations teams to optimize agent workflows, including ticketing system enhancements and automation initiatives. 
• Identify gaps in agent tools and recommend improvements or integrations to enhance efficiency. 
• Partner with operations and product teams to implement self-service improvements and proactive support solutions. 

Cross-Functional Collaboration 

• Act as a liaison between technical support, operations, product, and engineering teams to ensure smooth enablement processes. 
• Collaborate with the Technical Support Operations Manager to align training and enablement strategies with broader support initiatives. 
• Partner with leadership to develop and execute strategies that improve customer satisfaction and support agent engagement. 
• Extended hours may be required to meet critical deadlines or support essential business operations.
• Other duties as assigned. 

Required Qualifications:

Education & Experience:

• 5+ years of experience in customer support, technical support, or support enablement.
• Associate degree in relevant field or equivalent experience required.
• Certifications in Zendesk, Salesforce, or similar systems strongly preferred.
• Proven experience in training program development, quality assurance, or agent enablement initiatives.

Technical Skills:

• Strong knowledge of support ticketing platforms (e.g. Zendesk, Salesforce, Jira) and workflow automation tools.
• Experience in process improvement, knowledge management, and performance analytics.

Preferred Skills:

• Excellent communication and presentation skills, with the ability to translate complex information into actionable insights.
• Ability to work cross-functionally and influence stakeholders across teams.
• Strong leadership skills with experience in mentoring and coaching support teams.
• Ability to adapt to changing priorities and business needs.

Physical Requirements:

• Ability to adapt to changing priorities and business needs.
• Remote work within ET timezone(s).
• Minimal travel per year.
• Primarily sedentary work with prolonged periods of sitting at a workstation.
• Access to a quiet, private workspace to support focused work and clear communication.
• Ability to read, write, speak, hear, see, think critically, communicate effectively, concentrate, and learn.
• Proficient use of a personal computer and related office equipment for extended periods.
• Ability to operate standard office equipment, including a computer, keyboard, monitor, and phone system.

What We Offer:

• Culture: Collaborative, Inclusive, and Mission-driven. 
• More in your pocket: Competitive base salary and a strong variable component.
• We take care of all aspects of our people: Generous, well-rounded benefits such as Medical, Vision, Dental, Life, Disability, Critical Illness, Accident, FSA, HSA, ID Protection, Pet and Legal Insurance 
• Retirement: 401K match up to 5%.
• We support our families: 12 weeks of paid parental leave.
• Continued education: Use our tuition reimbursement program.
• The Importance of Balance: Start at 4 weeks’ vacation, 12 sick days, 11 company holidays, and 3 personal days.
• Flexibility: Flexible work schedules and remote capabilities (by team) - feel free to skip the commute and hit your deadlines from home.
• Wellness: Opportunities for fitness challenges and rewards.

Who We Are:

VitalSource Technologies, LLC has powered digital content delivery across the higher education ecosystem for over 30 years. Winner of the 2024 CODiE award for Most Innovative Ed Tech company, VitalSource delivers more than 28 million learning materials globally each year. With unmatched scale, the VitalSource Learning Delivery Network is trusted by thousands of content providers and institutions worldwide to deliver impactful learning experiences, fuel affordable access programs, and drive a learning advantage for every student. Learn more at http://get.vitalsource.com/  and follow us on LinkedIn.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, work related mental or physical disability, veteran status, sexual orientation, gender identity, or genetic information.

• EEO/AA Employer/Vet/Disabled
• We participate in EVerify.
• EEO Poster in English 
• EEO Poster in Spanish