Support Training & Enablement Architect

Mudflap; Palo Alto (CA); Hybrid; USD 67,000 - 85,000; Full time

Benefits offered by this job

Competitive salary and equity

Health benefit options

Time Off

401(k) matching

Career growth opportunities

Annual Mudfest offsite

Job summary

Mudflap is hiring a CS Training & Enablement Specialist to build a scalable post-onboarding learning program. You will design ongoing training, workshops, and certifications for Agents and Team Leads, while leading coaching and performance initiatives to close gaps and improve CSAT and quality.

You will own QA programs with AI-powered tools, develop product readiness resources, and manage LMS content in collaboration with the Training Lead.

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: Identify performance gaps and create targeted coaching and development programs.
• Quality Assurance: Own our QA program using AI-powered tools and analyze interactions for improvement.
• Product Enablement: Develop training and resources for new products, features, and process changes.
• LMS & Content: Administer LMS, learning paths, certifications, and enablement content.
• Leadership & Career Development: Build programs that strengthen Team Lead capabilities.
• Analytics: Track QA, CSAT, productivity, training completion, speed to proficiency, and related metrics.
• Continuous Improvement: Use data and frontline insights to raise the bar on support quality.

Skills

Training & Development

Coaching & Performance

Data-driven approach

AI-powered QA

Education

LMS platforms experience

Tools

Zendesk

Guru

Job description

Mudflap is hiring a CS Training & Enablement Specialist to build a scalable post-onboarding learning program. You will design ongoing training, workshops, and certifications for Agents and Team Leads, while leading coaching and performance initiatives to close gaps and improve CSAT and quality.

You will own QA programs with AI-powered tools, develop product readiness resources, and manage LMS content in collaboration with the Training Lead.