Support Training & Enablement Architect

Mudflap; Oregon; Hybrid; USD 67,000 - 85,000; Full time

Benefits offered by this job

Commuter benefits

Lunches and snacks

Collaborative, high-growth environment

Health benefits

401(k) matching

Offsite Mudfest

Job summary

Mudflap is seeking a Customer Support Training & Enablement Specialist to build a world-class Support organization. You will design ongoing training, coaching, QA, and product readiness in collaboration with the Training Lead, and manage knowledge using Guru.

You will own LMS content, certifications, and enablement programs while partnering with Product, Engineering, Operations, and Support Leadership to ensure readiness for new features and processes.

Qualifications

• 4+ years of experience in Training, L&D, Enablement, or QA.
• Experience designing and facilitating training and coaching programs.
• Strong communication, facilitation, and project management skills.
• Experience with LMS platforms, learning content development, and ticketing/support platforms (e.g. Zendesk).
• Data-driven approach to identifying performance and learning opportunities.
• Experience with AI-powered QA, coaching, or support tools is a plus.
• Passion for developing people and building a best-in-class Support organization.

Responsibilities

• Training & Development: Design and deliver ongoing training, workshops, certifications, and learning paths for Agents and Team Leads.
• Coaching & Performance: Partner with Team Leads to identify performance gaps and create targeted coaching, remediation, and development programs.
• Quality Assurance: Own our QA program using AI-powered tools and customer interactions to identify trends, coaching opportunities, and areas for improvement.
• Customer Obsession & Values: Train and coach toward Mudflap's specific standard of customer care—not just process compliance.
• Product Enablement: Partner with Product, Engineering, Operations, and Support Leadership to develop training and resources for new products, features, and process changes.
• LMS & Content: Own LMS administration, learning paths, certifications, and enablement content while partnering with the Training Lead to keep materials aligned with SOPs and Guru.
• Leadership & Career Development: Build programs that strengthen Team Lead capabilities and create clear growth paths for Support Agents.
• Analytics: Track QA, CSAT, productivity, training completion, speed to proficiency, and other metrics to measure impact and identify opportunities.
• Continuous Improvement: Use data, AI, and frontline insights to continuously raise the bar on Support quality, knowledge, and performance.

Skills

Training design

Coaching

QA

Product enablement

LMS management

Zendesk

Data-driven

AI QA tools

Tools

Zendesk

Guru

LMS

Job description

Mudflap is seeking a Customer Support Training & Enablement Specialist to build a world-class Support organization. You will design ongoing training, coaching, QA, and product readiness in collaboration with the Training Lead, and manage knowledge using Guru.

You will own LMS content, certifications, and enablement programs while partnering with Product, Engineering, Operations, and Support Leadership to ensure readiness for new features and processes.