Elizabeth Henstridge
Boulder
Summary
CX Enablement Leader with 10+ years of experience driving post-sales success through knowledge management, training, QA, and AI strategy. Proven record of scaling teams, implementing multilingual content programs, and deploying AI solutions. Skilled at aligning enablement strategy with business goals to boost CSAT, reduce costs, and deliver measurable impact.
Overview
7
7
years of professional experience
Work History
Senior Manager, CX Enablement
Dialpad
05.2024 - Current
- Built and scaled L&D and knowledge management teams; developed content strategy, standards, and policies to strengthen customer support.
- Deployed and managed three AI chatbots, achieving 68% deflection, 98% accuracy, and saving the equivalent of 66 headcounts.
- Oversaw QA across five functions to ensure high-quality, consistent customer service and drive measurable improvements in CSAT.
- Leveraged analytics and customer feedback to refine content, track behavior trends, and enhance knowledge delivery.
- Directed large-scale cross-functional projects, introducing new systems, tools, and processes to improve efficiency.
- Presented enablement and AI strategy recommendations to the C-Suite, influencing executive-level decisions.
- Launched the New Product Introduction function to equip customer-facing teams with updates on new features, enabling them to confidently communicate product value and enhance customer engagement.
- Managed Dialpad University to drive self-service customer education, increasing traffic by 125%, boosting product stickiness, and reducing support volumes through scalable learning programs.
Help Center Content Manager
Dialpad
04.2022 - 05.2024
- Owned end-to-end content strategy for the customer-facing help center, driving a 6% increase in CSAT and 20% increase in self-service usage.
- Established scalable workflows for a new CMS, improving content creation, sourcing, and management across multiple teams.
- Led a multilingual knowledge base (7 languages), ensuring accuracy, accessibility, and alignment with customer needs. Partnered cross-functionally with Product, Engineering, and Support to enhance documentation impact.
- Directed the production and review of 30+ technical articles weekly, translating complex technical information into clear, user-friendly content. Leveraged data and analytics to continuously optimize knowledge delivery and customer outcomes.
- Designed engaging product demos and collaborated with Engineering to integrate AI-driven search and CMS optimization, improving content discoverability, reducing support costs, and boosting customer satisfaction.
- Served as the bridge between Product, Engineering, and Support teams to ensure content aligns with business objectives, supports new product introductions, and drives measurable customer impact.
- Consistently met tight deadlines while managing multiple projects simultaneously, prioritizing tasks effectively.
- Collaborated with designers and developers to deliver on-brand content in alignment with brand vision.
Regional Customer Support Manager & Help Center Content Manager
Liveaboard.com
01.2020 - 05.2022
- Maintained and expanded the customer help center with localized content, guidelines, and optimized resources.
- Managed a comprehensive multilingual knowledge base (7 languages), including documentation, FAQs, and internal resources, ensuring accuracy and accessibility.
- Designed and implemented standardized onboarding programs to accelerate employee productivity.
- Provided ongoing learning and development opportunities to enhance team skills and performance.
- Facilitated cross-functional collaboration and product launches to meet business objectives.
- Leveraged data analytics to establish engagement KPIs and track performance.
- Provided support for escalated issues, offering actionable solutions and recommendations.
- Increased customer satisfaction through recognition programs and employee-focused initiatives.
- Successfully led and managed distributed teams, scaling from 3 to 12 customer support agents across 5 time zones.
- Mentored and coached teams, improving performance, engagement, and CSAT scores.
Customer Support Team Leader & Help Center Content Manager
Liveaboard.com
02.2019 - 01.2020
- Exceeded sales targets while driving revenue growth and optimizing SEO to enhance customer acquisition and retention.
- Built and managed a high-performing remote team, expanding from 7 consultants to support full-scale customer operations.
- Mentored and developed team members, fostering engagement, performance, and professional growth.
- Managed 20+ customer support representatives, maintaining consistently high CSAT scores.
- Led strategic initiatives, including CMS adoption, streamlining processes and improving conversion rates.
- Created and maintained a comprehensive knowledge base of 1,000+ articles, including documentation, FAQs, and internal resources.
- Developed and implemented processes to optimize workflows, improve efficiency, and strengthen customer support capabilities.
- Produced weekly technical articles, translating complex information into clear, user-friendly content.
- Reviewed and edited 30+ articles weekly, ensuring accuracy, consistency, and alignment with business objectives.
Education
Project Manager Professional Certificate -
IBM
01-2024
IT Scrum Master - undefined
Scrum Alliance
09.2025
Lean Six Sigma White Belt Certification -
Aveta Business Institute
01-2020
Backend Software Engineer Bootcamp -
Promineo Tech
01-2020
UK Writing for Technical Writers - undefined
UK Content Collective
01.2021
Outdoor Recreation and Management - undefined
Capilano University
01.2009
Skills
- Leadership & Strategy: Team Development, Employee Coaching & Mentoring, Strategic Planning, Operations Management, Performance Tracking & Evaluation
- Enablement & CX: Customer Support, Knowledge Management, Content Strategy, Content Development, Technical Writing, Project Management, Cross-Functional Collaboration & Coordination
- Analytics & Optimization: Data Analysis, SEO, Google Analytics, Performance Improvement, Troubleshooting & Problem Resolution
- Tools & Platforms: Zendesk, Salesforce, HubSpot, Jira, Confluence, Mondaycom, CMS, Figma, Articulate Rise, Canva
- Technical Skills: REST APIs, HTML & CSS
- AI & Automation: AI Strategy, Chatbot Management, Workflow Automation, AI-Driven Content Optimization, Process Improvement
LANGUAGES
English | Native
French | Advanced
Timeline
Senior Manager, CX Enablement
Dialpad
05.2024 - Current
Help Center Content Manager
Dialpad
04.2022 - 05.2024
Regional Customer Support Manager & Help Center Content Manager
Liveaboard.com
01.2020 - 05.2022
Customer Support Team Leader & Help Center Content Manager
Liveaboard.com
02.2019 - 01.2020
IT Scrum Master - undefined
Scrum Alliance
UK Writing for Technical Writers - undefined
UK Content Collective
Outdoor Recreation and Management - undefined
Capilano University
Project Manager Professional Certificate -
IBM
Lean Six Sigma White Belt Certification -
Aveta Business Institute
Backend Software Engineer Bootcamp -
Promineo Tech
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