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Support Content & Enablement Manager

Austin, TX

At Qualia, we've built the leading B2B real estate technology that transforms the home buying and selling experience into a simple, secure, and enjoyable process. Our SMB and Enterprise products bring together users from across the real estate ecosystem---homebuyers and sellers, lenders, title and escrow agents, and real estate agents---onto a single shared digital closing platform, providing greater clarity and transparency to real estate transactions. Today, through our business customers across the country, millions of consumers use Qualia to close on homes every year.

WHAT YOU'LL WORK ON

As a Support Content & Enablement Manager, you will be responsible for managing and optimizing Qualia’s customer-facing support content, training programs, and knowledge-sharing initiatives. You will oversee content across our Learning Management System (LMS), internal and external knowledge bases, and interactive training programs to ensure our support teams and customers are well-equipped to succeed. This role requires strong strategic thinking, execution skills, and a passion for fostering a knowledge-driven culture. 

RESPONSIBILITIES

  • Lead and mentor a small team responsible for maintaining accurate, up-to-date support content across the LMS, internal and external knowledge bases, and customer training programs.
  • Define and drive the strategy for leveraging Knowledge-Centered Service principles, ensuring content is continuously improved and effectively utilized.
  • Oversee the Support new hire training ramp, ensuring agents are fully equipped for success with scalable and consistent content.
  • Partner with Support, Product, Customer Success, and Engineering teams to identify knowledge gaps and align on enablement strategies.
  • Monitor and optimize knowledge initiatives by tracking impact on case deflection, resolution time, and overall support effectiveness.
  • Stay ahead of industry trends and emerging technologies to keep content, tools, and structure aligned with best practices.

YOUR BACKGROUND THAT LIKELY MAKES YOU A MATCH

  • Proven experience in knowledge management, training, or enablement roles within a customer support environment.
  • 2+ years people management experience
  • Strong understanding of Knowledge-Centered Service principles and best practices in knowledge management.
  • Experience with LMS platforms, content development, and webinar facilitation.
  • Excellent written and verbal communication skills.
  • Ability to effectively collaborate across multiple teams and stakeholders.
  • Strong project management skills with the ability to prioritize and execute multiple initiatives.
  • Technically fluent, detail-oriented, and analytical.
  • Based in Austin, TX with the ability to work in the office a minimum of three days per week is required 

WHY QUALIA

Qualia is made up of incredibly bright, mission-driven coworkers who are passionate about using technology to solve real-world problems---and we're growing quickly. In order to continue building an engaging and dynamic organization, we're committed to giving everyone the support they need to do great work.

Our benefits package is designed to allow our team members to be their best selves, both in and out of the workplace. In addition to comprehensive health plans, a 401k program, and commuter benefits, we prioritize family and personal well-being through professional development, parental leave, and a flexible time off policy. Qualia offers a robust online onboarding program to train new hires, biweekly all hands meetings, and a variety of internal virtual events to keep employees connected.

We believe diverse perspectives and backgrounds are critical to building great technology, and our goal is to cultivate an environment where people feel equally valued and respected. Qualia is proud to be an equal-opportunity workplace, and we welcome applicants from all backgrounds regardless of race, color, ancestry, religion, gender identity or expression, sexual orientation, marital status, age, citizenship, socioeconomic status, disability, or veteran status.

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