About the role

Manager leading Learning & Knowledge Management at Replit, building and scaling enablement programs for customer support teams. Collaborating cross-functionally to enhance operational knowledge and readiness.

Responsibilities

Build and lead the Learning & Knowledge Management function, establishing strategy, standards, and operating cadence across Support.
Design and run onboarding programs for new Support team members (FTE and vendor), ensuring fast ramp and high confidence in product and workflow knowledge.
Own continuing education programs, including booster training, deep technical enablement, and targeted reinforcement based on performance signals.
Lead release enablement for new products and features, ensuring Support is ready to handle customer questions on day one of launch.
Partner with Product and Engineering to ensure Support readiness, knowledge creation, and training are built into the product development lifecycle.
Define and maintain internal knowledge standards, including article structure, quality expectations, lifecycle management, and contribution workflows.
Build feedback loops using ticket data, QA insights, automation signals, and frontline feedback to continuously improve learning and knowledge programs.
Partner with Support Operations and Automation teams to embed knowledge into support workflows, tooling, and AI-assisted experiences.
Define and track key metrics (ramp time, training effectiveness, knowledge adoption, quality performance signals) and report progress to Support leadership.
Recruit, mentor, and develop Learning, Enablement, or Knowledge team members as the function scales.

5+ years in learning & development, enablement, knowledge management, support operations, or similar roles in a technology company.
2+ years in a leadership, program ownership, or function-building capacity.
Proven success building onboarding, enablement, or knowledge programs that directly improve operational performance.
Experience partnering with Support, Product, and Engineering teams in fast-moving product environments.
Strong program management skills, with the ability to run multiple initiatives across launches, training, and knowledge simultaneously.
Strong analytical mindset — able to use performance data and operational signals to identify gaps and drive improvements.
Exceptional communication skills — able to translate complex technical product concepts into clear, practical learning experiences.
Experience working inside support tooling ecosystems (Zendesk or similar ticketing platforms, knowledge systems, and internal documentation tools).
Comfort operating as both strategic owner and hands-on builder in early-stage or scaling environments.
Hands-on experience using AI tools (e.g., Replit, Claude, ChatGPT, or similar) to improve workflows, knowledge creation, training, or support operations.