Customer Enablement Specialist
Skills
Software As A ServiceCross-Functional CollaborationsCustomer ExperienceCustomer ServiceData AnalysisKnowledge BaseProduct Training
What the job involves
The main requirements, responsibilities and hiring steps.
Requirements
- Willing to dive into complex customer situations and understand how software creates value
- Able to work remotely from the United States or Canada in Central Time or further east
- Comfortable supporting customers through Intercom and other digital support channels
- Strong at turning product changes into clear helpful content
- Experience using data to track KPIs and inform decisions
- Able to collaborate across Sales Customer Success Marketing Product and Engineering
- Comfortable joining live customer calls when needed
Nice to have
- Customer-focused
- Proactive communicator
- Detail-oriented
- Collaborative
- Curious learner
Day to day
- Own Intercom as the primary customer support channel and keep response and resolution times low
- Improve the Help Center and FinAI chatbot so customers can solve issues independently
- Manage outbound customer communications such as banners pop-ups product tours and newsfeed updates
- Analyze support and experience KPIs each week and share insights that improve decisions
- Coordinate closely with Sales Customer Success Marketing Product and Engineering to drive feature adoption and smooth releases
- Join customer calls when needed and provide clear helpful product guidance