Support Enablement Lead: Onboarding & Scalable Training

Apollo.io; Ciudad de México; Presencial; MXN 900.000 - 1.500.000; Jornada completa

Descripción de la vacante

Apollo.io in Mexico City is seeking a senior Customer Support Enablement Lead to own and evolve our 6-week onboarding program for new support hires. You will design scalable learning paths, facilitate in-person sessions, and partner with QA, Product, and Support Ops to drive measurable outcomes.

You will build data-informed enablement strategies, maintain documentation, and track ramp milestones to ensure new hires reach expected productivity quickly. Bilingual English/Spanish required.

Formación

• 6+ years of experience in customer support, enablement, or training roles with onboarding ownership
• SaaS industry experience required
• Proven ability to lead live in-person facilitation and instructional delivery
• Strategic thinker with data-informed program building
• Strong experience using enablement tools (LMS, Notion, surveys, dashboards)
• Excellent cross-functional collaboration and stakeholder management
• Bilingual (Spanish and English)

Responsabilidades

• Lead New Hire Onboarding (Mexico City): own strategy, execution, and measurement of a 6-week onboarding program for new support hires
• Facilitate in-person onboarding experiences that are engaging and role-specific
• Maintain onboarding documentation, checklists, and training resources
• Design onboarding certifications and track ramp milestones
• Collaborate with the GTM Support Enablement Manager to identify enablement needs from CSAT, QA, tickets, and product changes
• Co-develop ongoing training initiatives across tools, workflows, tone/quality, and customer experience
• Create feedback loops and reporting to ensure program effectiveness
• Design scalable learning paths including live, async, microlearning, and certification tracks
• Use LMS, content hubs, and Maestro to deliver and refine training at scale
• Work cross-functionally with QA, Product, Support Ops, and L&D to align with business goals
• Define and manage success metrics (time to productivity, QA scores, CSAT, knowledge)
• Analyze feedback to improve program structure and outcomes
• Champion a culture of continuous improvement within support

Conocimientos

SaaS experience

Onboarding

Facilitation

Training design

Cross-functional collaboration

Bilingual (Spanish/English)

Herramientas

LMS

Google Suite

Notion

Survey tools

Feedback dashboards

Maestro

Salesforce

Intercom

Descripción del empleo

Apollo.io in Mexico City is seeking a senior Customer Support Enablement Lead to own and evolve our 6-week onboarding program for new support hires. You will design scalable learning paths, facilitate in-person sessions, and partner with QA, Product, and Support Ops to drive measurable outcomes.

You will build data-informed enablement strategies, maintain documentation, and track ramp milestones to ensure new hires reach expected productivity quickly. Bilingual English/Spanish required.