SaaS Support Enablement Lead

United States Digital Space LLC; Ciudad de México; Híbrido; MXN 900.000 - 1.500.000; Jornada completa

Descripción de la vacante

Apollo.io seeks a tenured Customer Support Enablement Lead to own the Mexico City onboarding and training for our support team. You’ll design a 6-week program, lead in-person sessions, and partner with the Everboarding Manager to scale learning.

You’ll translate CSAT, QA, and product metrics into enablement programs, create scalable learning paths, and work with QA, Product, Support Ops, and L&D. Bilingual Spanish and English required.

Formación

• 6+ years in customer support, enablement, or training roles with onboarding ownership
• SaaS industry experience required
• Proven live facilitation and instructional delivery experience
• Strategic thinker with data-informed program building
• Experience with enablement tools (LMS, Notion, surveys)

Responsabilidades

• Own the 6‑week onboarding program for new support hires in Mexico City
• Facilitate in-person onboarding sessions that are engaging and role-specific
• Maintain onboarding docs, checklists, and training resources
• Design onboarding certification processes and track ramp milestones
• Collaborate with GTM Support Enablement Manager to identify needs from metrics
• Develop ongoing training across tools, workflows, product updates, and customer experience
• Create feedback loops and reporting to measure program effectiveness
• Build scalable learning paths including live, async, and certification tracks
• Use enablement tools to deliver and track training at scale
• Work cross-functionally with QA, Product, Support Ops, and L&D
• Define and manage success metrics (time to productivity, QA scores, CSAT)
• Analyze feedback to improve structure, delivery, and outcomes
• Champion a culture of learning and continuous improvement

Conocimientos

Facilitation & training

Cross-functional collaboration

Data-informed decisions

Bilingual: Spanish & English

Herramientas

LMS

Google Suite

Notion

Survey tools

Feedback dashboards

Descripción del empleo

Apollo.io seeks a tenured Customer Support Enablement Lead to own the Mexico City onboarding and training for our support team. You’ll design a 6-week program, lead in-person sessions, and partner with the Everboarding Manager to scale learning.

You’ll translate CSAT, QA, and product metrics into enablement programs, create scalable learning paths, and work with QA, Product, Support Ops, and L&D. Bilingual Spanish and English required.