Babylist Program Manager, Customer Support Enablement at Babylist building and improving knowledge base, SOPs, training, and AI-powered workflows for customer support. Lead enablement function to integrate AI and human agents effectively.
Responsibilities
Build and continuously improve knowledge base, SOPs, training, and AI-powered workflows
Identify breakdowns in knowledge, policies, and workflows
Partner across CS, BizOps Tech, Product, and Analytics to build scalable support systems
Design content for AI consumption and write effective prompts
Evaluate AI output quality and define automation boundaries
Build and deliver training for onboarding, process rollouts, and tool adoption
Analyze support data to inform decisions on fixes, automation, or rebuilds
Qualification
Deep expertise in Support OperationsCan write clearStrong analytical instinctsHow You Will Make An Impact
Required
Deep expertise in Support Operations, Enablement, or Knowledge Management: you've owned documentation, workflows, and operational strategy in high-volume environments.
Can build and manage a knowledge base from scratch (Zendesk, Gladly, Help Scout, Notion, Guru, or similar), organizing content and maintaining accuracy at scale so both humans and AI systems can use it effectively.
Can design for a hybrid AI-agent and human-agent support organization: structuring content for AI consumption, writing effective prompts, evaluating output quality, and calling the line between what's automated and what stays human-owned.
Can write clear, usable SOPs for complex, multi-step, or edge-case scenarios, and know when to automate them instead.
Can build and deliver training that actually changes how people work: onboarding, process rollouts, tool adoption, AI workflow enablement.
Strong analytical instincts: you can read support data (ticket trends, contact drivers, resolution times) and turn it into decisions about what to fix, automate, or rebuild.
Comfortable being the first person to do this job. This space doesn't have an established playbook in customer support yet, you'll be creating it.
Effective cross-functional partner who can work with BizOps, Product, Analytics, and engineering-adjacent teams to drive real change, not just executing within your own lane.
Demonstrated track record of using AI to do your own work better. At Babylist every team uses AI daily. You're already using it daily to move faster and improve your output, and have real opinions about when it works and when it doesn't.
How You Will Make An Impact
Build the CS Enablement program from the ground up: create the systems that keep agents (human and AI) current on knowledge base, training, and copilot content as product changes accelerate.
Move support operations from AI-assisted to AI-native: rebuild workflows, documentation, and training so AI is the default operating model.
