Support Enablement Supervisor
Job Summary
Job Description
The Support Enablement Supervisor will oversee the training, quality, and content management for the Customer Support team. Responsibilities include designing and executing training programs, developing quality assurance standards, and managing content to ensure the team is equipped to provide exceptional service. This role involves monitoring training effectiveness, managing quality audits, tracking performance, creating and maintaining support content, implementing knowledge management best practices, providing coaching, and leading team members. The supervisor will play a critical role in driving performance, improving operational efficiency, and aligning initiatives with the company’s objectives.
Must have:
- 3+ years experience in training or content management.
- Experience in people or team management.
- Strong project management skills.
- Excellent written and verbal communication skills.
- Familiarity with customer support platforms and CRM tools.
- Advanced proficiency in Microsoft Office Suite.
- Experience with content analytics tools.
Good to have:
- Experience in a global customer support environment.
- Experience working in a payments or fintech company.
- Familiarity with Agile methodologies.
- Certifications in knowledge management (e.g., KMPro, APQC).
Perks:
- Wellness Boost: Resources for physical and mental well-being.
- Customized Benefits: Tailor your benefits with our flexible plan.
- Growth Opportunities: Unlock your potential through clear progression paths.
- Skill Development: Access training resources to fuel your personal and professional growth.
- Volunteer Time Off: Enjoy paid time off to make a difference through volunteering.
- Family Support: Take advantage of paid Family Care Leave.
14 skills required
Job Details
What We Do
Coda delivers commerce solutions that accelerate global growth for our partners. With over a decade of experience, we’re trusted by 300+ publishers—including Activision, Bigo, Electronic Arts, Moonton, and Riot Games—to grow their revenue and audiences worldwide.
Our suite of solutions includes Custom Commerce, a fully customizable web store; Codapay, enabling seamless direct payments through API integration on publishers’ websites; Codashop, the go-to marketplace for millions of gamers to purchase in-game content; and Distribution, extending Codashop content through our network of trusted commerce partners.
Headquartered in Singapore with a team of 400+ Codans, Coda has been recognized as an industry leader, named an APAC High Growth Company (2023) by Financial Times, one of Granite Asia’s NextGenTech 30 (2024), a payments leader on Fortune’s Fintech Innovation Asia list (2024), and listed among The Straits Times Fastest Growing Fintechs (2024).
Customer Support at Coda
Join Coda's Customer Support team, where we treat both B2B and B2C clients as our front-line heroes. We are committed to delivering top-notch customer experiences 24/7, outperforming boundaries to provide empathetic and real-time support.
To excel in our team, you should be a people person with superb communication skills, a natural team player, and a problem-solving ace. We are looking for someone with a customer-centric mindset to care for our internal and external clients, embodying our core value of customer focus in everything they do.
We are seeking a motivated and experienced Support Enablement Supervisor to oversee the Training, Quality and Content Management for our Customer Support team at Coda. You will be responsible to design and execute comprehensive training programs, develop quality assurance standards, and manage content to ensure the Customer Support and Product Operations team is equipped with the knowledge and tools to provide exceptional service to our customers, partners and distributors. You will play a critical role in driving performance, improving operational efficiency, and ensuring that all training, content, and quality initiatives align with the company’s objectives.
Responsibilities
- Design and Deliver Training Programs: Oversee management of training programs that address both new hire onboarding and continuous development for Customer Support agents. Ensure training covers product knowledge, customer service skills, system navigation, compliance, and internal processes.
- Evaluate and Improve Training Effectiveness: Monitor the effectiveness and continuously improve training programs through assessments, feedback, and performance data. Partner with team leaders and team members to identify and address skills gaps and provide targeted training solutions.
- Manage and Implement Quality Assurance Standards: Supervise quality assurance processes and maintain accurate, relevant content to support efficient customer service operations. Conduct regular quality audits of customer interactions and collaborate with QA and team supervisors to monitor, assess, and maintain the quality of customer interactions across various channels (phone, chat, email, etc.).
- Performance Monitoring & Reporting: Track and report on the quality of service provided by customer support agents, identifying trends, strengths, and areas for improvement. Create reports and develop action plans that assess training effectiveness, quality performance, and agent development.
- Create and Maintain Support Content: Oversee the creation, maintenance, and regular updates of knowledge base articles, help content, and internal documentation to ensure they are clear, accurate, and useful for both agents and customers. Collaborate with cross-functional teams (Product, Engineering, Marketing, etc..) to ensure content aligns with product updates, policy changes, and business priorities.
- Help Content Optimization: Continuously review and improve the quality of knowledge base content (i.e. Internal & External) by collecting feedback from support agents and customers. Track content usage and effectiveness, using analytics to refine content, identify gaps, and improve the overall customer support experience.
- Content Governance: Implement knowledge management best practices, ensuring content governance and adherence to company standards and policies. Maintain a structured and organized system for content creation, categorization, and archiving.
- Performance Coaching: Provide ongoing feedback and coaching to team members, driving continuous improvement and growth.
- Team Development: Lead and mentor team members, ensuring they receive proper training and support to excel in their roles.
Requirements
- 3+ years of experience in learning & development, training & quality, or content management within a customer support environment
- People management or team management experience for a small team of QAs and Trainers
- Strong project management skills with the ability to handle multiple tasks simultaneously
- Excellent written and verbal communication skills, with attention to detail
- Familiarity with customer support platforms, CRM tools (e.g., Zendesk, Salesforce, etc.)
- Advanced proficiency in Microsoft Office Suite (Excel, Word, PowerPoint)
- Experience with content analytics tools and platforms
Nice to Have
- Experience in a global customer support environment
- Experience working in a payments or fintech company
- Familiarity with Agile methodologies and content lifecycle management
- Certifications in knowledge management (e.g., KMPro, APQC) preferred but not required
Working at Coda
With Codans spread across over 20 countries worldwide, our fast-paced, challenging, and highly collaborative environment breaks down time zones and cultural barriers, empowering you to chase innovative ideas, contribute to Coda’s growth, and make a lasting impact.
If you have a passion for pushing boundaries and thrive on continuous improvement through experimentation, we would love to hear from you!
Our Perks*
Wellness Boost: Stay healthy with resources for physical and mental well-being with our flexible benefits and Employee Well-being Program - because you matter!
Customized Benefits: Tailor your benefits with our flexible plan.
Growth Opportunities: Unlock your potential through clear progression paths.
Skill Development: Access training resources to fuel your personal and professional growth.
Volunteer Time Off: Enjoy paid time off to make a difference in the world through volunteering.
Family Support: Take advantage of paid Family Care Leave to bond with your family, while our selected Flexible Benefits also cater to your family's needs.
*Benefits are reviewed and updated on a yearly basis
We are proud to be an equal opportunity employer, embracing the unique qualities of every individual, regardless of gender, race, age, religion, disability, or other local protected classes. Our goal is to foster an inclusive environment where everyone feels welcome and valued.
Due to the large number of exceptional applications we receive, we can only reach out to shortlisted candidates. If you don't hear from us, rest assured there may be another opportunity at Coda that aligns better with your unique abilities. Remember to check our Careers Page for more exciting job openings!
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About The Company
Coda is a global leader in out-of-app monetization and commerce solutions, trusted by over 300 publishers to drive revenue growth and deepen customer engagement. With access to 90% of the world’s preferred payment methods, Coda connects digital businesses to more than 200 million paying users worldwide.
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