Summary:

We're looking for a strategic and hands-on Support Enablement Lead to empower our customer-facing teams with the tools, training, and documentation they need to thrive. You'll design enablement strategies, build internal resources, and collaborate across Product, Support, and Ops to scale our support capabilities.

Responsibilities

• Design and deliver enablement strategies that improve support efficiency and quality
• Create training guides, documentation, and launch materials for new features
• Partner with Product and Support to translate complex features into actionable workflows
• Stress-test new technologies and workflows to ensure usability and scalability
• Monitor support metrics and lead initiatives to improve SLO attainment and ticket hygiene
• Champion knowledge-sharing and continuous learning across the organization

Requirements:

• 4+ years in technical support or enablement roles
• Strong instructional design and documentation skills
• Experience with QA planning, Zendesk administration, and AI workflow tools (e.g., Forethought)
• Ability to gather cross-functional requirements and translate them into training plans
• Strategic mindset with a knack for process optimization and stakeholder alignment

Nice to Have:

• Experience with change management and internal communications
• Familiarity with support metrics and RCA (root cause analysis)
• Passion for empowering teams through education and scalable systems

Apply now and join to our team!