Customer Enablement Lead: Support & Product

Topdesk-7; Manchester; On-site; GBP 42,000 - 47,000; Full time

Job summary

TOPdesk in Manchester is seeking a Customer Enablement professional to bridge strategy and execution for Support services and product enablement. You will enhance support processes, data quality, and tooling while ensuring teams are informed about product changes.

The role emphasizes managing enablement resources, SLAs, and collaborating with Product & Technology to ensure smooth feature introductions and ongoing improvements to the customer journey.

Qualifications

• 3+ years in or around B2B SaaS customer support, with a track record of scalable solutions.
• Proactive mindset with ownership, driving improvements to impact.
• Customer-centric, curious about user needs and improving journey.
• Strong PM skills coordinating with multiple functions.
• Excellent communication translating complex information to guidance.
• Natural collaborator with international and cross-functional teams.
• Structured, process-oriented approach to documenting and maintaining processes.
• Comfortable creating structure in ambiguous environments.

Responsibilities

• Identify gaps in Support processes and implement improvements.
• Improve accuracy and quality of Support data, dashboards, and reporting.
• Own key Support systems and tooling; explore automation and AI to reduce manual work.
• Create and maintain enablement resources and service documentation, including SLAs.
• Serve as go-to person for product changes and releases; keep teams informed ahead of updates.
• Collaborate with Product & Technology to ensure teams are prepared for changes; maintain enablement resources.
• Contribute to broader initiatives such as improving the customer journey and process optimization.

Skills

B2B SaaS support

Ownership

Customer focus

Project management

Communication

Collaboration

Process orientation

Adaptability

Job description

TOPdesk in Manchester is seeking a Customer Enablement professional to bridge strategy and execution for Support services and product enablement. You will enhance support processes, data quality, and tooling while ensuring teams are informed about product changes.

The role emphasizes managing enablement resources, SLAs, and collaborating with Product & Technology to ensure smooth feature introductions and ongoing improvements to the customer journey.