Customer Enablement Specialist

Summary

Join Scan.com, a digital health scale-up, as an Enablement Specialist and contribute to creating, organizing, and maintaining tools and resources for efficient customer service. You will focus on onboarding and training content creation, knowledge base management, and internal communication. Collaborate with cross-functional teams, manage the knowledge base, and fulfill requests from various stakeholders. This role involves designing training programs, leading training sessions, and producing internal newsletters. You will also manage customer reference requests and participate in process improvement initiatives. The position requires strong organizational, communication, and problem-solving skills, along with experience in knowledge management and training.

Requirements

• Bachelor’s degree in Business Administration, Operations, Communication, or a related field
• 1+ years of experience in customer operations, training, knowledge management, or a related field
• Proven experience in building or managing knowledge bases, training programs, or internal communications in a fast-paced environment
• Exceptional organizational skills with a strong attention to detail
• Strong written and verbal communication skills, capable of crafting clear and engaging content for internal communications
• Ability to prioritize and manage multiple tasks, working both independently and collaboratively
• Proficient in knowledge base management software, CRM systems, and training platforms
• Strong problem-solving skills, with the ability to implement creative solutions to enablement challenges

Responsibilities

• Regularly audit knowledge base content, conducting quarterly cross-functional audits to verify information accuracy and relevance
• Collaborate with cross-functional teams (scheduling, medical, interops) to gather and synthesize updates, ensuring the knowledge base reflects the latest processes, protocols, and resources
• Creating resources for each role based on feedback from the team and direction from the Enablement Manager
• Design and develop training programs and materials for onboarding new team members and continuous education for existing staff
• Leverage and understand current tool set (Front, DialPad, Scan Product) to enhance customer experience and agent productivity
• Coordinate and lead training sessions, both in-person and virtual, ensuring that team members are fully equipped to handle their roles and deliver best-in-class service
• Work with department leaders to identify training needs and gaps in skills or knowledge, then develop solutions to address these gaps
• Plan and facilitate regular workshops and training events to reinforce knowledge and share best practices across teams
• Produce and distribute a weekly internal newsletter that keeps the Customer Experience team informed of new updates, processes, and important company announcements
• Ensure the newsletter content is clear, concise, and relevant, and work closely with team leaders to collect updates and requests
• Act as the main point of contact for gathering input and feedback from the customer operations organization to share in the newsletter and other communication channels
• Capture key action items and decisions during enablement meetings and ensure they are communicated to all relevant stakeholders
• Serve as a liaison between the customer operations team and other departments (e.g., scheduling, medical, and interops) to ensure smooth process flows and information sharing
• Assist in process improvement initiatives by collecting feedback from team members and coordinating cross-functional feedback loops to optimize customer operations
• Ensure that a continuous improvement and customer perspective is integrated into enablement projects and initiatives, particularly in areas of training and resource development
• Manage the process and fulfillment of customer reference requests across all products, ensuring timely and accurate delivery of references for both internal and external stakeholders

Preferred Qualifications

Experience working cross-functionally with teams in operations, scheduling, or healthcare

Benefits

• Salary range of $60,000 - $70,000
• 401k
• Healthcare, Vision and Dental
• All the equipment needed for you to do your role effectively
• Flexible working
• Remote or hybrid working options
• Personal Development budgets
• 18 days PTO plus public holidays
• 10 paid sick days
• Inclusive policies designed by our team, for our team