{"id":4212463,"url":"https://alion.io/job/cin7-senior-support-enablement-specialist-2","title":"Senior Support Enablement Specialist","company":{"id":50139,"name":"Cin7","domain":"cin7.com","url":"https://alion.io/company/cin7","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Lever","truth_index":null},"role":"Sales","role_family":"Sales","seniority":"senior","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Auckland, New Zealand"],"countries":["NZ"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":75000,"max":85000,"currency":"NZD","period":"year","gross":null,"usd_annual":47158},"salary_estimate":null,"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Zendesk","optional":false}],"status":"live","first_seen_at":"2026-11-12T22:32:01Z","employer_posted_date":"2026-11-12","last_verified_at":"2026-11-13T01:30:42Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"How you'll make an impact:\nThe 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.\nThis 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.\nWorking Hours:\nApproximately 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.\nWhy Work for Us?\nHybrid Working Environment - 3 days work from home per week\nOption to work 30 days every six months fully remote from anywhere in the world\nCelebrate your birthday with a paid day off\nA Global Wellness Day celebrated companywide, providing you a dedicated holiday to focus on your own wellbeing.\nFully paid health insurance\nRegular Social Activities with office drinks and food on us\nRecruitment referral bonus\nSmart Casual dress code\nModern office in Grafton complete with pool table, table tennis, PS5, Coffee machines etc\nWhat you'll do:\nDelivery:\nOwn the end-to-end execution of the support enablement curriculum and learning journey, including all on-demand material and live session components\n\nRun onboarding for every new support hire: product knowledge, troubleshooting, case handling, communication, and tool proficiency\n\nBuild and execute tailored training for tools, skills, important process and product updates, and product knowledge on an ongoing basis\n\nDevelop and deliver engaging, interactive training sessions, courses, workshops, and webinars grounded in adult learning principles\n\nMonitor learner progress, evaluate assignments, score assessments, and give feedback to individuals and team leads\n\nDevelopment:\nCreate, update, and maintain high-quality enablement materials: presentations, guides, videos, courses, assessments, practice exercises and scenarios, and job aids\n\nServe as a consulting subject matter expert on the challenges and opportunities facing the support organization\n\nSupport Team Success:\nFacilitate regular check-ins with managers to track progress against ramp and proficiency\n\nUse ticket trends, call/ticket shadowing, QA findings, and escalation patterns to find skill and knowledge gaps and build targeted training to close them\n\nDefine success markers and ideal learning journeys for different support roles and experience levels\n\nDocumentation and Reporting:\nKeep clear records of enablement activities, learner progress, and engagement in the LMS\n\nReport and connect training to outcomes such as handle time, CSAT, escalation rates, ticket resolution, and ramp time\n\nWhat you'll bring:\nEducation and Experience:\n2+ years of experience in dedicated team enablement or support analyst role\n\n1+ years SaaS industry experience with a demonstrated ability to translate product capabilities into effective training\n\nDemonstrable knowledge of B2B Customer Support team roles\n\n1-2 years curriculum/training design experience; you have built or contributed to programs with structure and a clear learning objective\n\nTechnical Skills:\nData fluency: you pull your own reports from support and ticketing tools and connect training activity to outcomes\n\nFamiliarity with ticketing tools (Cin7 uses Zendesk) to analyze patterns and shadow\n\nFoundation in adult learning principles and designing to clear objectives\n\nExperience with an LMS or learning content platform (Cin7 Academy runs on Docebo)\n\nSoft Skills:\nStrong public speaking and presentation skills, with the ability to engage and motivate a distributed, multicultural audience\n\nClear, concise communication: you know your audience, from a brand new hire to a tenured Support Manager\n\nAbility to simplify complex technical concepts so they are easy to understand and apply\n\nHigh accountability and proactivity - you do not wait to be asked\n\nAdditional requirements:\nThis 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.\n\nIntermittent availability outside these hours for cross-functional meetings.","description_format":"text","description_chars":4596,"description_truncated":false,"requirements":{"experience_years_min":2,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Health insurance","Hybrid work"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"},{"name":"India","iso":"IN","kind":"country"},{"name":"New Zealand","iso":"NZ","kind":"country"},{"name":"Sri Lanka","iso":"LK","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Supply Chain & Logistics Software"],"lifecycle":[{"event":"open","at":"2026-11-13T01:30:42Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":0,"expected_fill_days":35,"reasons":["conf:1","win:early"],"computed_at":"2026-11-13T02:33:32Z"},"pay":{"stated_usd_annual":47158,"is_top_pay":false},"html_url":"https://alion.io/job/cin7-senior-support-enablement-specialist-2","json_url":"https://alion.io/job/cin7-senior-support-enablement-specialist-2.json","meta":{"generated_at":"2026-11-13T02:33:32Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":5418,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-14T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.1,"usd":0.01,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":50139},"rest":"https://alion.io/mcp/rest/get_company?id=50139"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fcin7-senior-support-enablement-specialist-2"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"free","price":{"credits":0,"usd":0},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fcin7-senior-support-enablement-specialist-2"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.1,"usd":0.01},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fcin7-senior-support-enablement-specialist-2"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/cin7-senior-support-enablement-specialist-2\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fcin7-senior-support-enablement-specialist-2"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":4212463}},{"tool":"search_jobs","arguments":{"company":"cin7.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":4212463},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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