RemoFirst is transforming the way businesses hire and manage global teams. Our mission is to enable Freedom of Work by providing an all-in-one global HR platform that simplifies hiring, compliance, payroll, and benefits management. We partner with some of the world’s most innovative companies, including Fortune 500 businesses and leading startups.
We are a small but strong team of 190+ people (and growing) hyper-focused on delivering a world-class platform and unparalleled service with our industry-leading partnerships. To help accelerate our growth and pace of delivery, we are looking for talented Enablement Manager.
About the Role
The Enablement Manager is responsible for equipping the Customer Experience & Growth organization with the knowledge, tools, and capabilities needed to operate at scale and deliver consistent, high-quality outcomes.
This role supports teams across Support, Hiring, Offboarding, Customer Success (CSM), Vendor Management, and Program Management, with a strong focus on:
- Product enablement
- New processes and systems adoption
- AI-enabled support solutions
- Ongoing role-specific upskilling
This is not a traditional “training” role. We are looking for someone who understands how change actually lands, and who can translate product and operational complexity into clear, actionable guidance that teams adopt and use.
What you'll be doing (non-exhaustive):
CXG Enablement Strategy design and management
Design and execute enablement programs aligned with CXG priorities and business goals
Partner with CXG leadership to identify capability gaps and enablement needs across teams
Ensure enablement supports both day-to-day execution and strategic change initiatives
Act as the connective tissue between strategy, product changes, and frontline execution
Support CXG initiatives that require coordinated rollout and behavior change
Product, Systems and Process Enablement
Enable teams on new or updated:
Processes and workflows
Product features and enhancements
Policies, compliance requirements, and guardrails
System changes and tooling updates
AI-powered support and automation solutions
Ensure clarity around ownership, escalation paths, and expected behaviors
Translate changes into:
What teams need to know
What they need to do differently
How success will be measured
Support smooth rollouts with minimal disruption to operations, ensuring clarity around ownership, escalation paths, and expected behaviors
Content, Knowledge & Playbooks creation and maintenance
Create, maintain, and improve:
CXG playbooks and SOPs
Training materials and role-based guides
Knowledge base and internal documentation
Partner with SMEs to convert tribal knowledge into scalable assets
Ensure content is clear, current, and easy to find
Partner with CXG Management, to identify growth opportunities and improve the customer journey.
Adoption, Reinforcement & Measurement of Enablement
Drive enablement beyond initial rollout through:
Reinforcement plans
Office hours and refreshers
Micro learnings
Track enablement effectiveness using metrics such as:
Adoption and usage
Time-to-proficiency
Error reduction and escalation trends
Continuously iterate based on feedback and outcomes
Metrics & Accountability
Be accountable for CXG teams adoption of new tools, processes, and AI solutions
Faster ramp for new hires and smoother transitions during change
Fewer escalations driven by knowledge or process gaps
Clear, consistent execution across Support, Hiring, Offboarding, CSM, and Vendor teams
Teams feel informed, supported, and empowered to operate with agency
Qualifications:
Required
Experience in enablement, operations, CX, or a related role
Strong ability to simplify complex product and process changes in fast-paced, scaling environments
Excellent written and verbal communication skills
Strong organizational skills and attention to detail
Proven ability to collaborate effectively in a remote-first, globally distributed environment
Proactive by nature: you anticipate challenges, take the initiative, and consistently seek improvements.
Nice to Have
2+ years of experience in Account Management, Customer Success or Customer Support roles, ideally within an HR Tech SaaS environment. Experience as HR Business Partner or in HR operations is also highly relevant
Familiarity with LMS tools, knowledge bases, QA, or enablement platforms
Experience enabling AI-driven workflows or automation solutions
Exposure to global or distributed teams.
What We’re Looking For (Mindset)
High agency: you proactively identify gaps and take ownership
Outcome-focused: you care about adoption, not just delivery
Systems thinker: you understand how product, process, and people connect
Change-oriented: you enjoy helping teams evolve and grow
Why Join RemoFirst?
Startup Environment: Be part of a scaling startup where your voice matters and your impact is tangible. You take part in shaping the future of RemoFirst.
Growth Opportunities: Join a fast-growing team with the opportunity to shape the future of our support operations.
Work for a Market Leader: Support innovative companies like Microsoft, Mastercard, and leading startups as part of your daily role.
Remote-First: Enjoy the flexibility of working remotely with a team distributed across the globe.
Perks: Competitive compensation, best-in-class tools, and growth resources to succeed.
