We are looking for a Knowledge & Enablement Manager, a dynamic and forward-thinking professional to drive service excellence within our new EMEA Customer Service function. In this role, you will own and develop the D365 AI-based knowledge base to improve self-service and accelerate ticket resolution. You will lead the standardization of support processes to ensure operational efficiency across the region and create and deliver training programs for both onboarding and continuous development of agents.
Main responsibilities:
- Knowledge Management: Design, implement, and improve the D365 Customer Service knowledge base, leveraging Microsoft AI for self-service and faster ticket resolution. Manage content creation, validation, and lifecycle of support knowledge articles.
- Training & Enablement: Develop training materials and deliver onboarding for new agents. Organize regular skill-boost sessions and share best practices across teams.
- Process Improvement: Work with cross-functional teams to identify inefficiencies and standardize support processes across regions, focusing on harmonization and automation.
- Reporting & Quality: Define and track KPIs for knowledge usage, training effectiveness, and process compliance. Monitor AI-driven ticket deflection and improvements in case resolution speed. Collaborate to improve CS/NPS scores.
Required skills:
- Technical Expertise: Strong aptitude in troubleshooting software and hardware issues.
- Experience: 3–5 years in knowledge management, training, or process improvement in a support environment.
- Tools: Hands-on experience with Microsoft D365 Customer Service and AI-based knowledge systems.
- Skills: Excellent communication, instructional design, and analytical skills with a focus on continuous improvement.
- Mindset: Proactive, structured, and able to work cross-functionally and influence without authority.
What our partner can offer to you:
- A chance to build up a new SSC in the heart of Budapest
- Opportunities for career development and growth
- Inclusive, collaborative team culture
- Flexible work environment
- Competitive salary and benefits