Support Content Enablement Manager

At Qualia weve 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 ecosystemhomebuyers and sellers lenders title and escrow agents and real estate agentsonto 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 YOULL WORK ON

As a Support Content & Enablement Manager you will be responsible for managing and optimizing Qualias customerfacing support content training programs and knowledgesharing 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 wellequipped to succeed. This role requires strong strategic thinking skills and a passion for fostering a knowledgedriven culture.

RESPONSIBILITIES

• Lead and mentor a small team responsible for maintaining accurate uptodate support content across the LMS internal and external knowledge bases and customer training programs.
• Define and drive the strategy for leveraging KnowledgeCentered 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 KnowledgeCentered 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 detailoriented 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 missiondriven coworkers who are passionate about using technology to solve realworld problemsand were growing quickly. In order to continue building an engaging and dynamic organization were 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 wellbeing 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 equalopportunity 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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