Customer Support Enablement Specialist l

We are looking for a tenured and strategic Customer Support Enablement Lead to join our team in Mexico City. This role will own and evolve the end-to-end enablement experience for our support organization, with a primary focus on delivering and improving our 6-week new hire onboarding program. You’ll lead in-person facilitation, partner closely with our US-based Everboarding Manager, and co-design ongoing training programs that are scalable, data-informed, and aligned with our business goals.

You are not only a skilled facilitator, but also a builder—someone who thrives in fast-paced environments, understands the nuances of SaaS support, and knows how to translate performance metrics into targeted enablement strategies.

Responsibilities

Lead New Hire Onboarding (Mexico City):

Own the strategy, execution, and measurement of our 6-week onboarding program for new support hires

Facilitate in-person onboarding experiences, ensuring sessions are engaging, relevant, and role-specific

Maintain and continuously iterate onboarding documentation, checklists, and training resources

Design onboarding certification processes and track ramp milestones to measure readiness and success

Ongoing Enablement facilitation designed:

Collaborate with the GTM Support Enablement Manager to identify enablement needs based on CSAT, QA, ticket/chat metrics, and product changes

Co-develop ongoing training initiatives across key areas like tools, workflows, tone/quality, product updates, and customer experience best practices

Create feedback loops and reporting mechanisms to ensure program effectiveness

Build Scalable Programs:

Design scalable learning paths for new hires and tenured agents, including live training, async/self-paced content, microlearning, and certification tracks

Use enablement tools (e.g., LMS, content hubs, feedback surveys, Maestro) to deliver, track, and refine training at scale

Work cross-functionally with QA, Product, Support Ops, and L&D to align training with business goals

Measure and Iterate:

Define and manage success metrics for enablement programs (e.g., time to productivity, QA scores, CSAT, and knowledge assessments)

Analyze qualitative and quantitative feedback to improve program structure, delivery, and outcomes

Champion a culture of learning and continuous improvement within the support organization

Qualifications

6+ years of experience in customer support, enablement, or training roles, with direct ownership of onboarding and learning programs

SaaS industry experience required

Proven ability to lead live in-person facilitation and instructional delivery, ideally with experience onboarding support agents or specialists

Strategic thinker with a track record of building programs that are data-informed and results-oriented

Strong experience using enablement or learning tools (e.g., LMS, Google Suite, Notion, survey tools, feedback dashboards)

Excellent cross-functional collaboration and stakeholder management skills

Bilingual (Spanish and English)

Bonus: Experience designing training for chat/ticket-based support, quality assurance alignment, or customer experience coaching.

Bonus: Familiarity with salesforce.com, Apollo.io, Maestro, Intercom systems