Job Title: Customer Support Enablement Manager
Type of employment: Permanent, Full time
Location: Remote from the UK, Portugal or Bulgaria - to be considered, you need to be already resident in one of these countries.
About ZigZag Global
We are Returns! We’re an award-winning eCommerce returns business founded in 2015 by our CEO, Al Gerrie. We live to push boundaries of smarter returns and we want a thriving retail world where every customer experience is both delightful and considered, everything we buy can be loved and re-loved and preserving our planet is part of the fabric of how we shop.
Today, more than 200 companies across 130 countries use our SaaS platform to help reduce the cost, friction, and impact of returns. Part of our leading Enterprise retail clients are Inditex (Zara, Bershka, Pullamp;Bear, etc.), Superdry, Sports Direct, The Hut Group, Swarovski, not to forget the Whitelabel partnership with the world’s biggest logistics businesses like DHL, Evri, SkyNet and FedEx.
In March 2021, ZigZag was acquired by Global Blue, an industry leader in tax free shopping. Strengthening our reach across the global retail industry and allowing us to continue to do what we do best, help retailers manage and re-sell their returns.
At ZigZag, we embody a set of values that lies at the core of our workplace culture. Our dedication to the Start-up Spirit, Human Heart and Grown-up Mindset defines our collaborative spirit and shapes our collective success.
The role
As a Customer Support Enablement Manager at Zigzag you will play a pivotal role in optimizing the performance of our Support team. You will be responsible for designing and implementing comprehensive training and quality assurance processes to equip our support agents with the knowledge, skills, and resources needed to deliver exceptional service. Your role will be instrumental in ensuring our teams are well-prepared, informed, and capable of exceeding customer expectations.
You’ll be responsible for shaping a new QA and training framework for us and rolling out a reporting structure that flags areas of poor quality or high risk in our department.
Key Responsibilities
Requirements
Benefits
· Competitive salary
· Additional day holiday after every full year of service (up to 5 additional days) plus a bonus day off for your birthday
· Collaborative working environment
· Remote or hybrid work options remote working with possibility to work from our Varna office
· Healthcare insurance with dental service included
· Sodexo f