Senior Support Enablement Specialist

How you'll make an impact:

The Support Enablement Specialist is a key member of the Education & Enablement team at Cin7, making sure every member of the Support organization has the product knowledge, technical skills, customer skills, and tools they need to resolve customer inquiries confidently, while delivering a positive, smooth customer experience.

This role serves our dedicated Support teams across Auckland, Sri Lanka, India, and the United States. You will design and deliver live and asynchronous training for these teams, including new hire onboarding, ongoing training, customer service and soft skills, tool training, and product release updates. You will monitor ticket and performance skills and trends, then address through enablement on an ongoing basis.

Working Hours:

Approximately 10 am - 7 pm or 11 am - 8 pm NZDT to provide appropriate overlap with our Support teams in India, Sri Lanka, and the United States.

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.