Customer Support Training & Enablement Manager

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

We are looking for a hands-on, people-focused Customer Support Training & Enablement Manager to own how every rep, new or tenured, gets good at the job. As our Customer Support team grows, this person will build the onboarding, coaching resources, and knowledge infrastructure that help every rep deliver consistently excellent support.

You will onboard new hires, equip team leads with targeted learning modules for reps who are underperforming, and run the workshops that keep the whole team current on our products and processes. You will also help us hire well in the first place, working alongside CS leadership to interview candidates for entry-level support roles.

What You’ll Do:

• New Hire Onboarding: Design and run a structured onboarding program covering product knowledge, tools, policies, and tone, with clear milestones and certification before reps take live caseloads.
• Targeted Skill Development: Partner with team leads and QA data to spot reps who are underperforming, and design targeted learning modules and resources team leads can use to close specific skill gaps.
• Ongoing Workshops: Plan and deliver regular workshops so the team stays sharp on products, features, and process changes as they roll out.
• Knowledge Base Ownership: Build and maintain a single source of truth, including playbooks, FAQs, and decision trees, that reps can look up on their own.
• Hiring Support: Help facilitate interviews for entry-level Customer Support hires, partnering with hiring managers to assess candidates for coachability, communication, and fit.
• Performance Reporting: Track and report on ramp time, QA scores, and training completion, and use that data to continuously improve the curriculum.

Required Skills and Qualifications

• Enablement Experience: Experience in a training, enablement, or L&D role, ideally within a customer support, service, or call center environment.
• Proven Impact: A track record of building onboarding programs or learning modules that measurably moved the needle on rep performance.
• Data Comfort: Comfortable working with performance data such as QA scores, ramp time, and CSAT to diagnose skill gaps and measure what's working.
• Facilitation & Communication: Strong facilitation and communication skills; you're as comfortable running a workshop for the whole team as you are coaching a single rep.
• Structured Interviewing (Bonus): Interview experience, or a willingness to learn a structured interview process, is a plus.

What Success Looks Like

• Faster, Consistent Ramp: New hires ramp to full productivity faster and more consistently.
• Rising Quality: QA scores and CSAT trend up across the team.
• Empowered Team Leads: Team leads have real learning tools to support reps who are underperforming.

Working Hours & Culture

• Async-First: Global, remote-first team setup requiring core daily overlap with US EST business hours for team syncs and cross-functional alignment.

No third party or agency submissions will be accepted.

Resilia is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.