Founding CX Knowledge & Enablement Lead (Portugal)

Founding CX Knowledge & Enablement Lead (Portugal)
Porto
Porto, Porto District, Portugal

About Flow

We’re not a BPO.

We’re not a gig platform.

We’re not “outsourcing-as-usual. ”

Flow is the execution layer for Saa
S, AI, and complex tech companies where customer experience makes or breaks the business.

We blend people, process, and technology to run
- touch CX fully on behalf of clients: from free trial> onboarding> retention. And we do it without churn surprises,
- quality agents, or tool bloat.

Founded by
- exit entrepreneurs ($150M+ in revenue across past companies), Flow hit $1M ARR in its first six months through expansion of it's initial customers (startups to Fortune 500). Product-market fit is real. Now we’re ready to scale.

The Role

Modern CX is product, data, and enablement, not just ticket handling. AI raises the bar for writing, systems, and training. We’re building the standard others will copy. Come own it.

Create a simple, durable system for documentation, training, and continuous improvement across email, chat, voice, and onboarding calls. Then scale it with tools and publish what’s teachable.

Build "Flow University" . . . the gold standard for CX enablement in the AI era. Own docs, training, onboarding, and AI‑assisted tooling from day one. Partner with Product/Engineering to scale it and then open‑source what the world can use.

What you'll own from Day 1

• New client onboarding leadership : co‑lead onboarding with Team Leads & Client Delivery; own training + documentation build‑out; certify every account pod before live; compress time‑to‑activation.
• Single source of truth : clear “how‑to” pages (purpose, rules, steps, examples, pitfalls, owner/date). Team updates within 24 hours of any decision.
• Company‑wide training loop : onboarding, drills, teach‑backs, weekly reviews, monthly refreshers, and release training that sticks.
• Coach the coaches : train Team Leads to run reviews, keep pages clean, and coach their agents; ship train‑the‑trainer kits that scale.
• AI‑assisted enablement : use AI to draft examples, generate drills, summarize patterns, and surface gaps (always behind human review and with privacy in mind).
• Enablement & tracking systems : with Product/Engineering, build light dashboards and weekly scoreboards (coverage, quality, response, resolution, activation, repeat‑contact, issues closed, page updates shipped), and tools to scale training, enablement, and client delivery.
• Quality & risk management : sample real work daily, classify issues by severity, fix root causes, update pages the same day; pause if risk is present.

Your
- have superpowers

• Systems thinker: you see patterns and design steps people can follow.
• World‑class writer/communicator: you make hard things easy and precise.
• Teacher energy: you design practice that changes behavior.
• Truth seeker: you find root causes and ship practical fixes.
• Process‑minded: you keep the source of truth clean and current.
• Proactive: you anticipate needs for clients, Team Leads, and agents, and act early.
• Tool‑curious: you tinker with AI and ops tools, measure value, and keep what works.

Bonus skills (not required)

• Teacher, coach, quality reviewer, implementation, or support lead background.
• Comfort with simple data checks (filters, pivots, basic formulas).
• Experience in Saa
  S and AI tools, and strong business acumen.

How we work

• True ownership & autonomy: real decision rights; you move first and keep us honest.
• Strong partners: Product, Engineering, and Operations who care about craft.
• Stop‑the‑line: if there’s brand, safety, or privacy risk, you pause and we fix it right.
• Distributed and mostly async: we are a global team across multiple time zones so written communication and trackable documentation is mandatory.

Value & impact

• Help thousands of people level up their skills with clear, practical training.
• Grow your technical range by building real tools and AI utilities with Product/Engineering.
• Ship work that compounds: every page, drill, and tool makes the next team better.
• Work with the founding team to build Flow University to define the future of CX.

Why Now

Flow is past the “maybe this works” stage. We’ve got real revenue, real pull, and real customer pain.

Now it’s time to:

• Codify our playbook
• Uplevel the team
• Build the next $100M+ CX company

And we’re looking for the best partner to take us to the level.

What You'll Get

• Growth and ownership in a
  - growing,
  - generating business
• A
  - risked opportunity at the ground floor with real revenue + real financial upside
• Day-one impact in a $100B+ category that’s being redefined in real time
• A partner team that executes fast, thinks long, and wants to win with you
• A company you’d be proud to run and proud to own