Senior Support Ops & Enablement Specialist (SaaS)

Location: Manila, Philippines; hybrid work with 3 days onsite and 2 days working from home

Company

hirify.global is a software company and market leader in model-based automation testing.

What you will do

• Own the Support Onboarding & Training program from needs analysis and curriculum design through delivery, iteration, and effectiveness measurement.
• Develop scalable training materials, including playbooks, e-learning modules, assessments, and live facilitated sessions for a SaaS support environment.
• Partner with Support leadership, Product, and People teams to keep training aligned with product updates, process changes, and customer needs.
• Define and track ramp time, knowledge retention, and CSAT impact metrics to improve program effectiveness.
• Lead additional operations and enablement initiatives, including process documentation, tooling rollouts, AI agent development, automation, and knowledge management.
• Identify capability and operational efficiency gaps and independently propose structured solutions.

Requirements

• 3–5 years of experience in training, enablement, instructional design, or support operations, preferably in a SaaS or technology environment.
• Experience designing and delivering onboarding or training programs from scratch.
• Strong project management skills and the ability to take complex initiatives from planning through independent execution.
• Ability to work autonomously, manage priorities, and translate complex processes into clear content.
• Analytical approach to measuring impact and informing decisions.
• Familiarity with enablement or LMS tools such as LevelUp, Lessonly/Seismic, or Confluence, and support tools such as ServiceNow, Zendesk, Intercom, or Salesforce Service Cloud.

Culture & Benefits

• Market-competitive salary with a success-oriented bonus.
• Day 1 HMO coverage with three free dependents.
• Hybrid schedule with three onsite days and two work-from-home days.
• Supportive and engaged leadership team.
• Values-driven environment focused on customer service, collaboration, autonomy, speed, and continuous improvement.