Empowering Commerce at Bumpa: Join Us as a CX Enablement Specialist

Commerce is evolving faster than ever before. Buyers increasingly expect seamless, convenient ways to discover, purchase, and pay for products while interacting with businesses on their own terms. Simultaneously, sellers need absolute control over how they manage operations, scale their businesses, and engage with their customer base. At Bumpa, we are at the forefront of this digital transformation, building the tools and ecosystem that empower modern sellers to thrive.

We are currently looking for a proactive, detail-oriented, and impact-driven CX Enablement Specialist to join our dynamic team. In this role, you will be the backbone of our customer success operations, ensuring that our internal team has the accurate knowledge, comprehensive training, and clear workflows needed to deliver world-class support. If you are passionate about helping others succeed, love diving into data, and take pride in organizing processes, this is the perfect opportunity for you to make a tangible impact.

What You Will Do

Knowledge Base & Content Ownership: Own and maintain our external Help Centre and internal support documentation, including macros, SOPs, and workflows. Partner closely with Product and other cross-functional teams to ensure new releases are accurately reflected.
Training & Team Enablement: Spearhead the onboarding of new Customer Experience Representatives, design lightweight training materials, and lead engaging coaching sessions to ensure consistency across all shifts.
Quality Assurance: Conduct routine ticket quality reviews, tracking adherence to company tone, resolution accuracy, and brand standards. Surface critical insights and coaching opportunities to team leads.
Continuous Improvement: Act as the crucial bridge between customer insights and operational execution. Analyze customer pain points, streamline processes, and occasionally handle live support tickets to stay deeply connected to front-line realities.

Key Expectations for Success

Your success in this role will be measured by clear, impactful outcomes:

Support documentation remains reliable, up-to-date, and consistently utilized.
New hires ramp up faster with higher confidence and fewer recurring errors.
Overall ticket quality metrics improve, ensuring a uniform brand voice and reliable decision-making.
QA insights directly translate into actionable training programs and operational efficiencies.

What We Are Looking For

A Bachelor’s degree in any discipline, complemented by relevant professional experience.
Strong technical aptitude with a solid understanding of e-commerce or digital platforms.
Exceptional critical thinking, problem-solving, and organizational skills.
Outstanding written and verbal communication abilities, coupled with a sharp eye for tone.
Comfort analyzing data, reading dashboards, and validating the impact of operational changes.
Familiarity with modern support tools such as Freshdesk, CRM platforms, Slack, and Google Suite is highly advantageous.

Method of Application

If you are excited about shaping the future of commerce and empowering a high-performing customer experience team, we would love to hear from you. Please send your CV and a brief cover letter detailing your relevant experience to the application email provided below.