Support Enablement Lead

Responsibilities:

• Co-own the enablement roadmap for the support team, setting priorities and driving execution alongside specialists.
• Design scalable onboarding and ongoing training programs, ensuring quick ramp and adaptability to product changes.
• Oversee the QA program, maintaining tight feedback loops between quality findings and enablement content to continuously improve team performance.

Qualifications:

• 4+ years of experience in support enablement within a technical SaaS product environment, with a proven ability to own strategy end-to-end.
• Experience mentoring or guiding others in a senior IC capacity, setting direction and providing constructive feedback to help people grow.
• Strong instructional design instincts and a data-driven approach to program improvement, comfortable defining and tracking success metrics.
• Excellent communication skills, able to make complex product information accessible and adapt content rapidly in fast release cycles.

Impact:

• You will build a world-class support function, ensuring the team stays sharp as the product rapidly evolves, directly influencing team performance and customer satisfaction.
• Your work will reduce manual dependencies, accelerate time-to-productivity for new hires, and ensure quality findings directly inform learning priorities.
• You will partner with Product to stay ahead of releases, proactively turning updates into actionable education before issues surface in customer tickets.