Senior Support Ops & Enablement Specialist

We're looking for a Senior Support Ops & Enablement Specialist to join our Support Operations & Enablement team

In this role, you'll own the end-to-end design, delivery, and continuous improvement of our Support Onboarding & Training program, and take on broader Ops/Enablement projects as the function grows.

You're a self-starter who thrives with autonomy, brings a strong background in training or instructional design, and knows how to turn ambiguous problems into structured, scalable solutions.

What You'll Do



* Own the Support Onboarding & Training program end-to-end, from needs analysis and curriculum design through delivery, iteration, and ongoing effectiveness measurement.


* Design engaging, scalable training materials including playbooks, e-learning modules, assessments, and live facilitated sessions tailored to a SaaS support environment.


* Partner cross-functionally with Support leadership, Product, and People teams to ensure training content stays current with product changes, process updates, and evolving customer needs.


* Define and track key metrics (ramp time, knowledge retention, CSAT impact) to evaluate program effectiveness and drive continuous improvement.


* Lead additional Ops & Enablement projects independently after the onboarding program is established, including process documentation, tooling rollouts, AI agent development, automation development, and knowledge management initiatives.


* Proactively identify gaps in team capability or operational efficiency and propose structured solutions with minimal direction from management.

What We're Looking For



* 3–5 years of experience in a training, enablement, instructional design, or support operations role, ideally within a SaaS or tech environment.


* Demonstrated experience designing and delivering onboarding or training programs from scratch, not just maintaining inherited content.


* Strong project management skills with a track record of taking complex initiatives from planning through execution independently.


* Comfortable operating with a high degree of autonomy and managing your own priorities without close day-to-day oversight.


* Excellent written and verbal communication skills with the ability to translate complex processes into clear, digestible content.


* Analytical mindset.

You use data to assess impact and inform decisions.


* Familiarity with enablement or LMS tooling (e.g.

LevelUp, Lessonly/Seismic, Confluence).


* Experience working in or closely with a customer support function.


* Exposure to support tooling such as ServiceNow, Zendesk, Intercom, or Salesforce Service Cloud.

What Success Looks Like in Year One



* A fully documented and operational Support Onboarding & Training program is live and measurably reducing new hire ramp time.


* Training content is structured, maintainable, and updated in line with product and process changes.


* You've identified and begun s...