Customer Support Learning & Enablement Specialist

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

Since launching Mercury in 2019, we’ve grown to support over 300,000 startups, businesses, and customers worldwide. As we scale, so does the need to ensure our Customer Support team has the tools, knowledge, and confidence to deliver exceptional support—and continue growing in their craft.

We’re looking for a strategic, detail-oriented Enablement Specialist to join our CS Operations team. In this role, you’ll design and scale learning and knowledge initiatives across both business and personal banking*, helping our teams navigate complexity with clarity and confidence. You’ll own end-to-end enablement programs—from identifying needs and designing structured learning experiences to measuring impact and continuously improving how we enable our teams. You’ll partner closely with cross-functional stakeholders to translate new products, processes, and risk requirements into clear, effective training, while ensuring consistency and quality across internal teams and BPO partners.

This role is both strategic and hands-on: you’ll shape how we approach enablement at scale while building the systems, content, and programs that bring it to life. You’ll also contribute to evolving our knowledge management practices, ensuring teams have access to accurate, up-to-date information when they need it.

The ideal candidate is passionate about enabling others, grounded in instructional design, and brings a systems-driven mindset to delivering learning at scale. You’re equally comfortable building from scratch, improving what exists, and helping teams adapt in moments of change.

*Mercury is a fintech company, not an FDIC-insured bank. Banking services provided through Choice Financial Group and Column N.A., Members FDIC.

On the job, you will:

• Own end-to-end enablement programs: Scale existing and scope new L&D initiatives by defining timelines, setting milestones, and driving cross-functional coordination to ensure smooth, high-quality rollouts.
• Define and measure success: Build and operationalize learning metrics (e.g., training effectiveness, time to proficiency, quality impact), and continuously iterate on programs based on data, feedback, and evolving business needs.
• Design high-impact learning experiences: Apply evidence-based instructional design to create clear, engaging, creative, and compliant learning across formats - including live sessions, virtual trainings, and on-demand resources (videos, micro-learnings, SOPs, facilitator guides, and assessments).
• Build scalable learning systems: Develop structured programs and resources that support employee growth, improve confidence in role, and strengthen readiness for increased scope and responsibility.
• Help evolve knowledge management: Contribute to and improve our knowledge systems to ensure teams have easy access to accurate, up-to-date information when they need it.
• Maintain content quality and relevance: Regularly audit training and documentation, proactively updating materials to reflect product, policy, and process changes.
• Partner cross-functionally to drive performance: Work closely with CS, Leadership, Quality, WFM, Strategy, and technical teams to identify performance gaps and deliver targeted, data-informed learning interventions.

You should have:

• 3+ years of experience in L&D, instructional design, or enablement — ideally in customer support and/or a regulated or high-risk environment
• End-to-end program ownership: You’ve scoped, planned, executed, and iterated on programs — managing timelines, stakeholders, and outcomes from kickoff through rollout and beyond
• Data-informed approach to learning: You have experience defining success metrics, building feedback loops, and using data to improve training effectiveness
• Strong instructional design and facilitation skills: You can design and build effective learning experiences from the ground up using proven frameworks (certifications are a plus). You’re comfortable leading engaging remote trainings and know how to keep participants involved and learning
• Clear communication, systems thinking, and ownership: You translate complex ideas into simple, acti