Description
We're looking for a strategic, detail-oriented Enablement Specialist to join our CS Operations team. In this role, you'll design and scale learning and knowledge initiatives across both business and personal banking, helping our teams navigate complexity with clarity and confidence.
As a Customer Support Learning & Enablement Specialist, you will:
- Own end-to-end enablement programs: Scale existing and scope new L&D initiatives by defining timelines, setting milestones, and driving cross-functional coordination to ensure smooth, high-quality rollouts.
- Define and measure success: Build and operationalize learning metrics (e.g., training effectiveness, time to proficiency, quality impact), and continuously iterate on programs based on data, feedback, and evolving business needs.
- Design high-impact learning experiences: Apply evidence-based instructional design to create clear, engaging, creative, and compliant learning across formats , including live sessions, virtual trainings, and on-demand resources (videos, micro-learnings, SOPs, facilitator guides, and assessments).
- Build scalable learning systems: Develop structured programs and resources that support employee growth, improve confidence in role, and strengthen readiness for increased scope and responsibility.
- Help evolve knowledge management: Contribute to and improve our knowledge systems to ensure teams have easy access to accurate, up-to-date information when they need it.
- Maintain content quality and relevance: Regularly audit training and documentation, proactively updating materials to reflect product, policy, and process changes.
- Partner cross-functionally to drive performance: Work closely with CS, Leadership, Quality, WFM, Strategy, and technical teams to identify performance gaps and deliver targeted, data-informed learning interventions.
The ideal candidate is passionate about enabling others, grounded in instructional design, and brings a systems-driven mindset to delivering learning at scale. You're equally comfortable building from scratch, improving what exists, and helping teams adapt in moments of change.
The total rewards package at Mercury includes base salary, equity (stock options/RSUs), and benefits. Our salary and equity ranges are highly competitive within the SaaS and fintech industry and are updated regularly using the most reliable compensation survey data for our industry. New hire offers are made based on a candidate's experience, expertise, geographic location, and internal pay equity relative to peers.
Our target new hire base salary ranges for this role are the following:
- US employees in New York City, Los Angeles, Seattle, or the San Francisco Bay Area: $106,200 - $132,800
- US employees outside of New York City, Los Angeles, Seattle, or the San Francisco Bay Area: $95,600 - $119,500
- Canadian employees (any location): CAD $100,400 - $125,500