Customer Enablement Manager (Process Management)

TL;DR

Customer Enablement Manager (Process Management): Building and scaling the customer support and enablement function from the ground up with an accent on process design, tooling strategy, and knowledge management. Focus on creating scalable, repeatable processes and leveraging AI solutions for internal efficiency in a legal tech environment.

Company

hirify.global is an AI-native workspace provider redefining legal work for global firms across over 40 countries.

What you will do

• Own Process Design & Implementation for launch support, SMB customer support, escalation, and knowledge management.
• Lead Tooling Strategy & Setup for ticketing, help center, and AI enablement tools.
• Solve big and small customer problems, from strategic frameworks to debugging live issues.
• Be hands-on in the early days, configuring workflows, handling complex escalations, and supporting the team.
• Drive cross-functional impact by collaborating with Product, Engineering, and GTM teams.
• Scale the function by mentoring team members and building scalable systems and processes.

Requirements

• A builder at heart, comfortable with ambiguity and energized by creating systems from scratch.
• Experienced in building processes in customer support, success, or enablement for enterprise B2B SaaS, ideally in legal tech or AI-driven environments.
• Hands-on and scrappy, proactive in problem-solving.
• Technically curious, fast-learning, and able to communicate complex ideas clearly.
• Experienced with support and knowledge management platforms (Intercom, Zendesk, Notion, Confluence) and emerging AI tools.
• Natural collaborator with strong stakeholder management skills.
• Fluent in English (additional languages are a plus).

Culture & Benefits

• Part of a team focused on redefining legal tech and building from first principles.
• Opportunity to accelerate change in a high-stakes, high-impact domain.
• Committed to diversity of thought and experience as an Equal Opportunity Employer.
• High-performance, inclusive culture where everyone can do their best work.