Enablement Lead, Customer and Partner Support

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.

Key Responsibilities

Training, Onboarding & Development

• 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.

Knowledge Management

• 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.

Required Skills & Qualifications

• 1-3+ years in Enablement, Training, Instructional Design, Knowledge Management, or Customer Support Operations (or equivalent experience).
• 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.
• Demonstrated ability to design training materials (presentations, facilitator guides, e-learning, videos, assessments).
• 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.