Support Enablement & Operations Specialist

Position Overview

As a Support Enablement & Operations Specialist, you will play a key role in empowering our customer support team by managing critical tools, optimizing internal processes, and enhancing the quality of customer interactions. This role combines technical administration of platforms like Zendesk with operational support, training facilitation, and frontline enablement.

You will work cross-functionally with Support, Operations, and Customer Success teams to ensure the support organization is equipped, informed, and continuously improving in both service delivery and communication quality.

Key Responsibilities:

Tools Administration

• Manage user access, roles, and permissions in the Zendesk platform for both internal and customer users.
• Maintain best practices and configuration standards across support tools.

Process & SOP Management

• Maintain and regularly update Standard Operating Procedures (SOPs) and internal documentation.
• Track and report on support team compliance with enablement tasks and documentation reviews.

Support Quality & Analysis

• Analyze customer support interactions to identify coaching opportunities and trends.
• Work with Support Leads to share actionable insights and drive performance improvements.

Training & Communication Enablement

• Design and facilitate communication workshops and training sessions for frontline support staff.
• Partner with management to develop training roadmaps and onboarding materials.

Qualifications

Required Skills & Experience:

• 5+ years of experience in support operations, training, or quality enablement role.
• Experience managing Zendesk or a similar customer support platform.
• Strong documentation skills and experience maintaining SOPs or internal knowledge bases.
• Ability to analyze support trends and present data-driven feedback.
• Excellent facilitation and presentation skills for internal workshops and trainings.
• Strong communication and interpersonal skills with a passion for improving team performance.
• Experience working with CRM applications as an Admin person
• Comfortable working across time zones and remote team environments.

Preferred Skills:

• Experience in a SaaS or enterprise support environment.
• Familiarity with support KPIs and customer satisfaction metrics.
• Experience with Zendesk administration is a huge plus.
• Knowledge of adult learning or coaching methodologies.

What Youll Gain

• A key role in scaling a high-performing global support organization.
• Exposure to cross-functional collaboration across technical and customer-facing teams.
• Opportunity to design and lead enablement initiatives that directly impact service quality.
• Competitive compensation, growth opportunities, and a strong team culture
  

About us:

TEKHQS is a global technology solutions provider headquartered in Lake Forest, California, with an offshore team of 300+ experts based in Pakistan. We specialize in Web 2.0 (Web & Mobile App Development), Web 3.0 (Blockchain & Crypto Platform Development), AI/ML Solutions, and ERP services as a certified partner of SAP S/4HANA, Oracle NetSuite, and Microsoft Dynamics 365 Business Central. Our expertise includes implementation, training, customization, integration, support, IT staff augmentation, and certified ERP consultancy.