Mercury

Customer Support Learning & Enablement Specialist

Mercury

full-time

Posted on:

Location Type: Remote

Location: California • New York • United States

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Salary

💰 $95,600 - $119,500 per year

About the role

  • Own end-to-end enablement programs: Scale existing and scope new L&D initiatives by defining timelines, setting milestones, and driving cross-functional coordination to ensure smooth, high-quality rollouts.
  • Define and measure success: Build and operationalize learning metrics (e.g., training effectiveness, time to proficiency, quality impact), and continuously iterate on programs based on data, feedback, and evolving business needs.
  • Design high-impact learning experiences: Apply evidence-based instructional design to create clear, engaging, creative, and compliant learning across formats — including live sessions, virtual trainings, and on-demand resources (videos, micro-learnings, SOPs, facilitator guides, and assessments).
  • Build scalable learning systems: Develop structured programs and resources that support employee growth, improve confidence in role, and strengthen readiness for increased scope and responsibility.
  • Help evolve knowledge management: Contribute to and improve our knowledge systems to ensure teams have easy access to accurate, up-to-date information when they need it.
  • Maintain content quality and relevance: Regularly audit training and documentation, proactively updating materials to reflect product, policy, and process changes.
  • Partner cross-functionally to drive performance: Work closely with CS, Leadership, Quality, WFM, Strategy, and technical teams to identify performance gaps and deliver targeted, data-informed learning interventions.

Requirements

  • 3+ years of experience in L&D, instructional design, or enablement — ideally in customer support and/or a regulated or high-risk environment
  • End-to-end program ownership: You’ve scoped, planned, executed, and iterated on programs — managing timelines, stakeholders, and outcomes from kickoff through rollout and beyond
  • Data-informed approach to learning: You have experience defining success metrics, building feedback loops, and using data to improve training effectiveness
  • Strong instructional design and facilitation skills: You can design and build effective learning experiences from the ground up using proven frameworks (certifications are a plus). You’re comfortable leading engaging remote trainings and know how to keep participants involved and learning
  • Clear communication, systems thinking, and ownership: You translate complex ideas into simple, actionable content, partner effectively across teams to drive alignment, and think beyond one-off solutions—taking responsibility for outcomes and continuously improving how learning scales
  • Enablement Techstack Experience: Familiarity with LMS and instructional design tools such as WorkRamp, Articulate, etc. Guru and notion experience is a plus.
Benefits
  • Health insurance
  • Retirement plans
  • Paid time off
  • Flexible work arrangements
  • Professional development
  • Stock options
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
instructional designlearning metricstraining effectivenessprogram ownershipdata-informed learningfacilitation skillslearning experience designcontent auditingknowledge management
Soft Skills
clear communicationsystems thinkingownershipcross-functional collaborationengagement