52 минуты назад
Customer Support Enablement Specialist l
Вакансия из Hirify Global, списка международных tech-компанийДля мэтча и отклика нужен Plus
Мэтч & Сопровод
Для мэтча с этой вакансией нужен Plus
Описание вакансии
Текст:
TL;DR
Customer Support Enablement Specialist l (SaaS support enablement): Owns and evolves a six-week onboarding program for Mexico City support hires with an accent on live facilitation, scalable learning paths, and data-informed training design. Focus on measuring time to productivity, QA scores, CSAT, and knowledge assessments while improving support readiness and continuous learning.
Location: Hybrid, Mexico City
Company
is an AI-native SaaS go-to-market platform providing verified B2B contact data and sales engagement tools to revenue teams.
What you will do
- Own the strategy, execution, and measurement of the six-week onboarding program for new customer support hires in Mexico City.
- Facilitate in-person onboarding sessions and maintain onboarding documentation, checklists, and training resources.
- Design certification processes and track ramp milestones to measure support readiness.
- Collaborate with support enablement, QA, Product, Support Operations, and L&D to develop training based on CSAT, QA, ticket and chat metrics, and product changes.
- Build scalable learning paths using live training, self-paced content, microlearning, and certification tracks.
- Define success metrics, analyze feedback, and continuously improve enablement programs.
Requirements
- 6+ years of experience in customer support, enablement, or training, with direct ownership of onboarding and learning programs.
- SaaS industry experience.
- Experience leading live, in-person facilitation and instructional delivery, preferably for support agents or specialists.
- Experience building strategic, data-informed, results-oriented programs.
- Strong experience with enablement and learning tools, including LMS platforms, Google Suite, Notion, survey tools, and feedback dashboards.
- Bilingual Spanish and English proficiency required.
Nice to have
- Experience designing training for chat- and ticket-based support.
- Experience aligning training with quality assurance or customer experience coaching.
- Familiarity with Salesforce, , Maestro, or Intercom.
Culture & Benefits
- AI-native environment focused on productivity, automation, and continuous improvement.
- Emphasis on ownership, focused execution, experimentation, and learning.
- Resources, support, and autonomy to develop expertise and make an impact.
- Cross-functional collaboration across departments.
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