Senior Support Enablement Specialist

How you'll make an impact:

Why Work for Us?

Hybrid Working Environment - 3 days work from home per week
Option to work 30 days every six months fully remote from anywhere in the world
Celebrate your birthday with a paid day off
A Global Wellness Day celebrated companywide, providing you a dedicated holiday to focus on your own wellbeing.
Fully paid health insurance
Regular Social Activities with office drinks and food on us
Recruitment referral bonus
Smart Casual dress code
Modern office in Grafton complete with pool table, table tennis, PS5, Coffee machines etc

What you'll do:

Delivery:

Own the end-to-end execution of the support enablement curriculum and learning journey, including all on-demand material and live session components

Run onboarding for every new support hire: product knowledge, troubleshooting, case handling, communication, and tool proficiency

Build and execute tailored training for tools, skills, important process and product updates, and product knowledge on an ongoing basis

Develop and deliver engaging, interactive training sessions, courses, workshops, and webinars grounded in adult learning principles

Monitor learner progress, evaluate assignments, score assessments, and give feedback to individuals and team leads

Development:

Create, update, and maintain high-quality enablement materials: presentations, guides, videos, courses, assessments, practice exercises and scenarios, and job aids

Serve as a consulting subject matter expert on the challenges and opportunities facing the support organization

Support Team Success:

Facilitate regular check-ins with managers to track progress against ramp and proficiency 

Use ticket trends, call/ticket shadowing, QA findings, and escalation patterns to find skill and knowledge gaps and build targeted training to close them

Define success markers and ideal learning journeys for different support roles and experience levels

Documentation and Reporting:

Keep clear records of enablement activities, learner progress, and engagement in the LMS

Report and connect training to outcomes such as handle time, CSAT, escalation rates, ticket resolution, and ramp time

What you'll bring:

Education and Experience:

2+ years of experience in dedicated team enablement or support analyst role

1+ years SaaS industry experience with a demonstrated ability to translate product capabilities into effective training

Demonstrable knowledge of B2B Customer Support team roles

1-2 years curriculum/training design experience; you have built or contributed to programs with structure and a clear learning objective 

Technical Skills:

Data fluency: you pull your own reports from support and ticketing tools and connect training activity to outcomes

Familiarity with ticketing tools (Cin7 uses Zendesk) to analyze patterns and shadow

Foundation in adult learning principles and designing to clear objectives

Experience with an LMS or learning content platform (Cin7 Academy runs on Docebo)

Soft Skills:

Strong public speaking and presentation skills, with the ability to engage and motivate a distributed, multicultural audience

Clear, concise communication: you know your audience, from a brand new hire to a tenured Support Manager

Ability to simplify complex technical concepts so they are easy to understand and apply

High accountability and proactivity - you do not wait to be asked

Additional requirements:

This role supports audiences in Auckland, New Zealand, Colombo, Sri Lanka, Ahmedabad, India, and Denver, Colorado (USA). Working hours will fall between 11am-7pm or 12pm-8pm (including lunch hour) NZ time.

Intermittent availability outside these hours for cross-functional meetings.