Customer Support Enablement Manager
Apollo.io
ApolloSFDC
Customer Support Enablement Lead
Apollo.io
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteJob Level
Senior
Tech Stack
ApolloSFDC
About the role
- 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
- 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
- Design scalable learning paths for new hires and tenured agents, including live training, async/self-paced content, microlearning, 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
- 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
Requirements
- 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
- Bilingual (Spanish and English)
- Bonus: Experience designing training for chat/ticket-based support, quality assurance alignment, or customer experience coaching.
- Bonus: Familiarity with salesforce.com, Apollo.io, Maestro, Intercom systems
Benefits
- Health insurance
- Professional development opportunities
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
onboardingtraining program designdata analysisprogram measurementcustomer supportenablementinstructional deliveryfacilitationmicrolearningcertification processes
Soft skills
strategic thinkingcross-functional collaborationstakeholder managementcontinuous improvementengagementcommunicationleadershipfeedback analysisadaptabilityproblem-solving
