{"id":4047937,"url":"https://alion.io/job/five9-support-enablement-lead","title":"Support Enablement Lead","company":{"id":58571,"name":"Five9","domain":"five9.com","url":"https://alion.io/company/five9","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":{"grade":"A","score":88,"open_postings":75,"ghost_share":0,"stale_share":0.267,"repost_share":0,"time_to_fill_p50_days":76,"computed_at":"2026-11-11T05:49:22Z"}},"role":"Sales","role_family":"Sales","seniority":"lead","employment_type":null,"work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Manila, Philippines"],"countries":["PH"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":4,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Incident Management","optional":false},{"name":"ITIL","optional":false},{"name":"Jira","optional":false},{"name":"Looker","optional":false},{"name":"Monday.com","optional":false},{"name":"Salesforce","optional":false},{"name":"Slack","optional":false}],"status":"live","first_seen_at":"2026-11-11T00:32:45Z","employer_posted_date":"2026-11-11","last_verified_at":"2026-11-11T05:30:29Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"Join us in bringing joy to customer experience. Five9 is a leading provider of cloud contact center software, bringing the power of cloud innovation to customers worldwide. \nLiving our values everyday results in our team-first culture and enables us to innovate, grow, and thrive while enjoying the journey together. We celebrate diversity and foster an inclusive environment, empowering our employees to be their authentic selves. \nAbout the Role\nThe Lead, Support Enablement plays a proactive role in technical engagement for high-priority managed accounts. As a customer advocate and a key link between Technical Support and managed accounts, the SEL provides visibility into complex issues, coordinates cross-functional efforts, manages risk, and helps drive effective outcomes and customer satisfaction. The SEL does not take over technical support cases or perform technical investigations; instead, the role facilitates collaboration, monitors case progression, and keeps actions and communications aligned with customer priorities.\nKey Responsibilities\nStrategic Case Management and Oversight: Coordinate case progression across internal stakeholders; monitor open cases for SLA risks, customer dissatisfaction, stalled progress, and recurring trends; guide Support Supervisors, Agents, and Engineers to align investigations with customer priorities; maintain visibility of owners, action plans, blockers, and next steps.\n\nProactive Issue Mitigation: Identify recurring patterns and systemic issues across managed accounts; partner with Support and technical teams to explore root causes and recommend longer-term improvements; conduct account health checks and track emerging risks.\n\nEscalation Management and Customer Advocacy: Coordinate critical escalations and develop clear, fact-based narratives; serve as liaison during sensitive or executive escalations; provide structured customer updates and set realistic expectations; relay customer pain points to internal teams.\n\nCross-Functional Collaboration: Partner with Support Supervisors, TAC, Product, Engineering, CSMs, TAMs, and other stakeholders; facilitate internal coordination, including Slack communication for managed domains, and clarify ownership and follow-through.\n\nAccount Enablement, Documentation, and Reporting: Lead account discovery to understand customer context, technology usage, integrations, and key contacts; maintain documentation in Salesforce, Monday.com, CSI, and Looker as applicable; define engagement intensity (Red, Orange, Yellow, Green); track escalation resolution efficiency, proactive case reduction, and SLA compliance; prepare timely account and case reports.\n\nQualifications and Requirements\nAt least 4 years of experience in Technical Support, Customer Enablement, Escalation Management, Customer Success, Technical Account Management, Service Delivery, or a related customer-facing role.\n\nExperience managing escalations and coordinating case lifecycles in a SaaS, cloud communications, contact center technology, or comparable enterprise technology environment.\n\nStrong organization and ability to manage multiple accounts, complex issues, and competing priorities.\n\nExcellent written and verbal communication, including senior-stakeholder engagement and explaining technical issues to varied audiences.\n\nDemonstrated cross-functional coordination, clear action planning, and follow-through.\n\nStrong analytical, critical-thinking, and problem-solving skills, including identifying technical trends and support gaps.\n\nHigh attention to detail, sound judgment, ownership, and experience with case management, CRM, collaboration, and reporting tools.\n\nPreferred: Familiarity with Five9 components (voice, digital channels, APIs, CRM connectors); working knowledge of Salesforce, Monday.com, Slack, Looker, and Jira; knowledge of SLAs, incident management, prioritization, and support metrics; enterprise customer experience; ITIL Foundation or relevant certifications.\n\nWhat Success Looks Like\nManaged accounts have clear visibility into case status, risks, owners, and next steps.\n\nComplex and escalated cases maintain momentum through consistent coordination and follow-up.\n\nPotential SLA risks, recurring issues, and customer concerns are identified and raised proactively.\n\nCustomers and internal stakeholders receive timely, accurate, structured communications.\n\nAccount discovery and documentation enable informed, personalized engagement.\n\nReporting provides useful insight into account health, escalation outcomes, and improvement opportunities.\n\nWork Location: This role is fully remote for candidates who reside outside a driving distance of 20-kilometers of our office. Candidates who reside within 20-kilometers driving distance of our office would be required to work in-office 2 days a week. \nCompany Benefits\nCompany stocks\nAnnual merit increase based on performance\n15% night shift differential pay\nPaid Leave with Cash Conversion\nHMO with free dependents\nRetirement Plan\nLife Insurance\nWhile on work from home setup: Internet and meal allowance are provided\nEmployee Assistance Program for mental and social well-being\nGovernment-mandated Benefits (SSS, PhilHealth, PagIBIG, 13th month pay, Solo parent leave, Special leave for women)\nFive9 embraces diversity and is committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better we are. Five9 is an equal opportunity employer. \nFive9 is committed to providing reasonable accommodations for qualified individuals with disabilities throughout the application and interview process. If you need assistance or an accommodation due to a disability, please contact us at  to request an accommodation. Requests will be handled confidentially and in accordance with applicable law.\nView our privacy policy, including our privacy notice to California residents here: https://www.five9.com/pt-pt/legal. \nNote: Five9 will never request that an applicant send money as a prerequisite for commencing employment with Five9.","description_format":"text","description_chars":6079,"description_truncated":false,"requirements":{"experience_years_min":4,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Life insurance","Retirement plans"],"hiring_locations":[{"name":"Philippines","iso":"PH","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Conversational AI","AI Agents","Contact Center Software"],"lifecycle":[{"event":"open","at":"2026-11-11T00:44:38Z"}],"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":76,"reasons":["conf:0","win:early"],"computed_at":"2026-11-11T05:49:22Z"},"pay":null,"html_url":"https://alion.io/job/five9-support-enablement-lead","json_url":"https://alion.io/job/five9-support-enablement-lead.json","meta":{"generated_at":"2026-11-11T06:10:12Z","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":8652,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-12T00:00:00Z"}},"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":58571},"rest":"https://alion.io/mcp/rest/get_company?id=58571"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Ffive9-support-enablement-lead"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":2,"usd":0.2},"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%2Ffive9-support-enablement-lead"},{"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%2Ffive9-support-enablement-lead"},{"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/five9-support-enablement-lead\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Ffive9-support-enablement-lead"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":4047937}},{"tool":"search_jobs","arguments":{"company":"five9.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":4047937},"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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