What's the opportunity?
Within our AI-first Customer Support organisation, automation, intelligent workflows, and data-driven insights are embedded into daily operations. In this environment, enablement is not just about training - it’s about designing performance systems that maximise the impact of humans working alongside AI.
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.
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.
This is a high-impact role at the intersection of Support, Product and AI transformation.
What will I be doing?
Designing & Building AI-first performance enablement systems
- Build scalable onboarding and continuous learning experiences that reduce time to productivity and accelerate skill development.
- Embed AI-first best practices into every stage of the IC lifecycle - ensuring agents effectively leverage AI, automation, and intelligent tools.
- Shift enablement from static content delivery to performance enablement embedded within tools and workflows.
Technical Education Strategy & Curriculum
- Developing a scalable and repeatable strategy for the technical education and upskilling of Technical Support Engineers.
- Creating and maintaining a full suite of technical training materials, including hands-on labs, documentation, and how-to guides.
- Leading and facilitating technical training sessions, both live and on-demand, including "Train the Trainer" programs and new product release training.
Driving measurable impact
- Own and influence key performance metrics such as time to productivity, AI adoption rates, quality scores, resolution efficiency, and customer satisfaction.
- Use performance data, assessment outcomes, and qualitative feedback to identify skill gaps and systemic friction.
- Continuously iterate enablement programs through experimentation and data-driven improvement.
Partnering cross-functionally to scale impact
- Act as the primary enablement partner to Customer Support leadership, building trusted relationships and aligning programs to operational priorities.
- Collaborate closely with Product and Program Management teams to design scalable New Product Introduction (NPI) enablement that supports rapid product evolution.
- Ensure learning initiatives are aligned with business goals, operational metrics, and customer outcomes.
Leading change in an evolving AI environment
- Drive behavioural adoption of new AI tools, workflows, and ways of working.
- Support leaders in reinforcing performance standards and AI-first practices.
- Contribute to the evolution of enablement frameworks that leverage data, automation, and intelligent insights to continuously improve outcomes.
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.
What skills do I need?
- 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
Technical fluency in Intercom as a Product (including our AI agent Fin)
Benefits
We are a well treated bunch, with awesome benefits! If there’s something important to you that’s not on this list, talk to us!
- Competitive salary and equity in a fast-growing start-up
- We serve lunch every weekday, plus a variety of snack foods and a fully stocked kitchen
- Regular compensation reviews - we reward great work!
- Pension scheme & match up to 4%
- Peace of mind with life assurance, as well as comprehensive health and dental insurance for you and your dependents
- Flexible paid time off policy
- Paid maternity leave, as well as 6 weeks paternity leave for fathers, to let you spend valuable time with your loved ones
- If you’re cycling, we’ve got you covered on the Cycle-to-Work Scheme. With secure bike storage too
- MacBooks are our standard, but we also offer Windows for certain roles when needed.
