# Customer Support Enablement Partner

**Company**: Intercom
**Location**: Dublin, Ireland
**Work arrangement**: hybrid
**Experience**: senior
**Job type**: full-time
**Category**: Engineering
**Industry**: Technology

**Apply**: https://job-boards.greenhouse.io/intercom/jobs/7695515?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_d838d3c2-c45

## 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.

## Skills

### Required
- Customer Support
- Enablement
- Learning & Development
- Technical Training
- AI
- Automation
- Intelligent Tooling
- Data Analysis
- Performance Metrics
- Assessment Data
- Feedback
- Cross-Functional Stakeholder Management
- Communication
- Complexity Translation
- Ambiguity Navigation
- Scalable System Building

### Nice to have
- Intercom as a Product
- AI Agent Fin

---

Source: [Apply at job-boards.greenhouse.io](https://job-boards.greenhouse.io/intercom/jobs/7695515?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)