• We are seeking a highly organized, strategic, and collaborative Enablement Lead to support our growing Customer & Partner Support network
• This role is responsible for building, optimizing, and delivering the tools, training, and communications that empower our frontline teams, partners, and internal stakeholders to deliver world-class service
• The ideal candidate blends strong instructional design expertise with operational understanding, exceptional communication skills, and a passion for enabling others to succeed
• Design, maintain, and scale training programs across onboarding, upskilling, cross-training, and new product/process launches
• Develop and manage a structured training curriculum, including facilitator guides, e-learning modules, SOPs, assessments, and certification paths
• Partner with operations, quality, and product to identify skill gaps and deliver targeted enablement initiatives
• Own the creation, organization, and governance of the internal knowledge base (process documentation, SOPs, troubleshooting guides, playbooks)
• Develop customer- and partner-facing knowledge resources, ensuring content is accurate, accessible, and aligned with brand and compliance requirements
• Implement content lifecycle management practices to ensure knowledge remains current, searchable, and actionable
• Communications & Change Management
• Lead internal communications for support teams, including process updates, product launches, policy changes, and leadership announcements
• Create clear, concise, and audience-appropriate messaging for frontline teams, partners, and cross-functional stakeholders
• Play a central role in change management by ensuring teams understand what is changing, why, and how to adopt new processes or tools
• Cross-Functional Collaboration
• Partner closely with Support Operations, Quality, Workforce Management, Product, Engineering, Sales, and Partner Management to ensure alignment on enablement needs
• Serve as the "voice of the frontline" in cross-functional meetings to advocate for clear processes, readiness, and effective rollout strategies
• Support operational initiatives by developing training and communication packages that accelerate adoption and drive measurable improvements
• Metrics & Continuous Improvement
• Define and track key enablement KPIs (knowledge accuracy, content usage, onboarding effectiveness, competency scores, time-to-proficiency)
• Conduct ongoing needs assessments, audits, and feedback loops to strengthen training and knowledge systems

Identify and implement new tools or methodologies to improve content creation, delivery, and engagement

• Proven experience building scalable training programs and/or knowledge bases in a fast-paced environment
• Strong writing and editing skills with the ability to simplify complex information into clear, actionable content
• Experience with learning management systems (LMS), knowledge management platforms, and documentation tools
• Excellent communication and storytelling skills across diverse audiences and levels
• Strong project management skills with the ability to juggle competing deadlines and manage cross-functional stakeholders
• Analytical mindset with comfort using metrics to assess effectiveness and guide decision-making

High level of ownership, adaptability, and curiosity; thrives in a dynamic environment with evolving priorities

• 1-3+ years in Enablement, Training, Instructional Design, Knowledge Management, or Customer Support Operations (or equivalent experience)

Demonstrated ability to design training materials (presentations, facilitator guides, e-learning, videos, assessments)

• The estimated base salary range for new hires into this role is $60,000 - $75,000 annually depending on factors such as job-related skills, relevant experience, and location

We also offer a competitive benefits package, including 401(k) match, medical, dental and vision insurance; life and disability insurance; generous paid time off including vacation, sick leave, floating and fixed holidays, maternity and bonding leave; EAP, other wellbeing resources; and much more