Senior GTM Enablement Specialist ll

About The Role

We are looking for a Senior ll GTM Enablement Specialist to join our team in Manila, Philippines. In this role, you will help drive and evolve our end-to-end enablement program, with a primary focus on new hire onboarding, content development, and ongoing education for our Support organization. You will lead in-person facilitation, partner closely with local operations teams, collaborate with enablement peers, and make data-driven recommendations to improve performance and support key business goals.

This role is ideal for someone who is both a strong facilitator and a thoughtful program builder. You thrive in fast-paced environments, understand the nuances of SaaS support, and know how to translate performance metrics into targeted enablement strategies.

Responsibilities

Lead New Hire Onboarding (Manila, Philippines)

• 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, 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

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