Description
Within our AI-first Customer Support organisation, we're looking for a Customer Support Enablement Partner to develop, architect and evolve scalable enablement programs that accelerate performance, drive AI adoption, and continuously raise the bar for customer experience.
As a Customer Support Enablement Partner, you will play a pivotal role in shaping how our Human Support team members onboard, adopt new tools, navigate product evolution, and build mastery over time. You'll combine strategic program design with hands-on execution - embedding learning directly into workflows, leveraging automation to reduce manual overhead, and ensuring enablement drives measurable business outcomes.
Key responsibilities include:
- Designing & Building AI-first performance enablement systems
- Technical Education Strategy & Curriculum
- Driving measurable impact
- Partnering cross-functionally to scale impact
- Leading change in an evolving AI environment
In your first 12 months, you will:
- Reduce time to productivity for new hires through AI-augmented onboarding
- Increase effective adoption of AI tools across the Support organisation
- Establish scalable NPI enablement processes that minimise reactive training
- Improve measurable performance indicators (e.g. quality, efficiency, CSAT) through targeted enablement interventions
- Reduce manual overhead in enablement operations through automation and intelligent systems
Requirements include:
- 4+ years of experience in Customer Support, Enablement, Learning & Development, Technical Training, or a closely related role
- Demonstrated experience designing and building end-to-end enablement programs across onboarding, continuous development, and product launches
- Strong understanding of Customer Support operations, performance management, and the IC lifecycle
- Experience integrating AI, automation, or intelligent tooling into enablement programs or operational workflows
- Ability to design learning experiences that prioritise behaviour change and measurable performance improvement
- Data-driven mindset - comfortable analysing performance metrics, assessment data, and feedback to guide iteration
- Experience influencing cross-functional stakeholders and driving alignment in fast-moving environments
- Strong communication skills, with the ability to translate complexity into clear, actionable guidance
- Comfort navigating ambiguity and building scalable systems in evolving organisations
Bonus skills & attributes include technical fluency in Intercom as a Product (including our AI agent Fin).
Benefits include competitive salary and equity in a fast-growing start-up, regular compensation reviews, pension scheme & match up to 4%, peace of mind with life assurance, comprehensive health and dental insurance for you and your dependents, flexible paid time off policy, paid maternity leave, and paid paternity leave for fathers.