Customer Support Enablement Architect

Rozgoo; United States; Remote; USD 85,000 - 125,000; Full time

Job summary

Mercury is seeking an Enablement Specialist to design and scale learning initiatives across CS and business functions. You will own end-to-end enablement programs, translate products and processes into training, and partner with cross-functional teams to ensure consistency and impact.

The role blends strategic design with hands-on execution, focusing on scalable content, knowledge management, and measurable outcomes to boost readiness and performance across the organization.

Qualifications

• 3+ years of experience in L&D, instructional design, or enablement—ideally in customer support or regulated contexts.
• End-to-end program ownership from kickoff through rollout and beyond.
• Data-informed approach with defined success metrics and feedback loops.
• Strong instructional design and facilitation skills for remote sessions.
• Clear communication, systems thinking, and ownership of initiatives.

Responsibilities

• Own end-to-end enablement programs: scale and scope new L&D initiatives with timelines and milestones.
• Define and measure success: build learning metrics and iterate based on data and feedback.
• Design high-impact learning experiences across live, virtual, and on-demand formats.
• Build scalable learning systems: create programs and resources for growth and readiness.
• Evolve knowledge management: improve knowledge systems for easy access to information.
• Maintain content quality: audit materials and update for product, policy, and process changes.
• Partner cross-functionally to drive performance: work with CS, Leadership, Quality, WFM, Strategy, and tech teams to close gaps.

Skills

Instructional design

Enablement

Data-driven learning

Facilitation

Communication

Job description

Mercury is seeking an Enablement Specialist to design and scale learning initiatives across CS and business functions. You will own end-to-end enablement programs, translate products and processes into training, and partner with cross-functional teams to ensure consistency and impact.

The role blends strategic design with hands-on execution, focusing on scalable content, knowledge management, and measurable outcomes to boost readiness and performance across the organization.