Customer Support Enablement Lead - Onboarding & Coaching

Incubator Lab; United States; Remote; USD 90,000 - 130,000; Full time

Job summary

Resilia is seeking a hands-on Customer Support Training & Enablement Manager to own onboarding and ongoing coaching across the support team. You will build structured onboarding, create targeted learning modules for underperforming reps, and run workshops to keep the team current on products and processes.

You will also help hire entry-level support roles, partnering with CS leadership to assess candidates for coachability and fit, while tracking ramp time and QA scores to continuously improve

Qualifications

• Experience in a training, enablement, or L&D role within customer support, service, or call center environments.
• Track record of building onboarding programs or learning modules that measurably improved rep performance.
• Comfort with performance metrics like QA scores, ramp time, and CSAT to diagnose gaps.
• Strong facilitation and communication skills for workshops and coaching.
• Structured interviewing experience or willingness to learn is a plus.

Responsibilities

• Design and run onboarding programs covering product knowledge, tools, policies, and tone with clear milestones.
• Create targeted learning modules to close skill gaps for underperforming reps.
• Plan regular workshops to keep the team updated on products and processes.
• Own knowledge base including playbooks, FAQs, and decision trees for self-service.
• Assist hiring for entry-level support roles and participate in candidate interviews.
• Track ramp time, QA scores, and training completion to drive curriculum improvements.

Skills

Enablement Experience

Impactful Learning

Data literacy

Facilitation & Communication

Structured Interviewing (Bonus)

Job description

Resilia is seeking a hands-on Customer Support Training & Enablement Manager to own onboarding and ongoing coaching across the support team. You will build structured onboarding, create targeted learning modules for underperforming reps, and run workshops to keep the team current on products and processes.

You will also help hire entry-level support roles, partnering with CS leadership to assess candidates for coachability and fit, while tracking ramp time and QA scores to continuously improve