Support Enablement Specialist

Summary

Join Articulate's Support Operations team as a Support Enablement Specialist! You will collaborate with the Support Operations Manager and leadership to equip the support team with the necessary skills, knowledge, and resources for optimal customer satisfaction and performance. Responsibilities include maintaining process documentation, implementing support strategies, developing training programs, and optimizing support tools and reporting. You will also contribute to data-driven decision-making and proactively identify areas for improvement. This role requires excellent communication and project management skills, along with a minimum of 5 years of SaaS customer support experience and proficiency in Salesforce Service Cloud. The position offers a competitive salary and a robust benefits package.

Requirements

• Excellent communication skills and experience writing, editing, and presenting your work
• Excellent project management skills to execute training initiatives and content review
• A can-do, positive attitude, including a fearless approach to learning new tools and concepts
• Self-motivated in a remote environment with the ability to work independently while also functioning and contributing as part of a team
• Strong competency in problem-solving
• Desire for feedback in the flow of work
• Excellent attention to detail and follow-through, with the ability to handle and prioritize high-volume activities
• Minimum 5 years of experience with SaaS customer support
• Experience using Salesforce Service Cloud
• Experience with recommending process improvements
• Passion for working with data and documentation
• Flexibility, drive, collaboration, accountability, and trustworthiness

Responsibilities

• Maintain process documentation
• Assist in the implementation and maintenance of support strategies, policies, and procedures
• Work with the Support Operations manager to develop a content review cycle to ensure all content is up-to-date and accurate
• Develop and deploy team training
• Own the end-to-end enablement for the support team, proactively identifying and implementing improvements with minimal oversight
• Work with the Documentation team to monitor the product release pipeline and release schedules to help prepare the support team with new product knowledge
• Collaborate with Support managers to update and maintain onboarding and training content for the support team to minimize ramp-up time
• Work with the Conversation Coaching team to inform ongoing support and coaching to employees to reinforce skills and ensure continuous improvement
• Monitor engagement with training resources to prevent knowledge gaps
• Organize support meetings
• Schedule spotlight presentations for support meetings
• Collate additional topics for support meeting agendas
• Maintain reporting
• Work with the Support Operations manager to maintain and refresh Salesforce reporting on case volume, response times, customer satisfaction, and other data points as needed
• Collaborate with managers and cross-functional teams to identify knowledge gaps and workflow obstacles, creating solutions to enhance the support team’s readiness and minimize disruption in handling cases
• Follow all prescribed governance, safety, and security procedures

Preferred Qualifications

• You have experience creating reports and dashboards in Salesforce
• You have familiarity with knowledge and project management tools such as Guru and Notion
• You have a general understanding of enablement and operations practices
• You have worked in a remote environment
• You are creative and passionate about training and development
• You have experience creating and adapting onboarding and training content
• Having the patience to work with employees at different skill levels and the empathy to understand their challenges

Benefits

• $62,600 - $94,000 a year
• This position is also bonus eligible
• Articulate also offers a robust suite of benefits