Customer Support Training & Enablement Manager

Incubator Lab

. Design and run structured new-hire onboarding covering product knowledge, tools, policies, and tone .

Posted 10/7/2026full-timeRemote • United States, PhilippinesMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in designing and implementing onboarding programs that enhance representative performance through targeted learning modules and effective use of performance data. Strong facilitation and communication skills are essential for delivering workshops and assessing candidate fit.

Highest-signal resume keywords

Onboarding Program DevelopmentPerformance Data AnalysisFacilitation SkillsCustomer Support ExperienceInterviewing Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Training Program DesignLearning Module DevelopmentPerformance TrackingCurriculum ImprovementQA Score Analysis

Soft Skills

Communication SkillsCoachability AssessmentCollaboration

Tools & Technologies

Knowledge Base ManagementLearning Management Systems

Industry Keywords

Customer SupportCall Center EnvironmentL&D RoleService Industry

About the role

Key responsibilities & impact

Design and run structured new-hire onboarding covering product knowledge, tools, policies, and tone
Establish clear onboarding milestones and certification before representatives take live caseloads
Partner with team leads and QA data to identify underperforming representatives
Design targeted learning modules and resources to address specific skill gaps
Plan and deliver regular workshops on products, features, and process changes
Build and maintain a knowledge base including playbooks, FAQs, and decision trees
Facilitate interviews for entry-level Customer Support hires with hiring managers
Assess candidates for coachability, communication, and fit
Track and report on ramp time, QA scores, and training completion
Use performance data to continuously improve the curriculum

Requirements

What you’ll need

Experience in a training, enablement, or L&D role, ideally within a customer support, service, or call center environment
Track record of building onboarding programs or learning modules that measurably improved representative performance
Comfortable working with performance data such as QA scores, ramp time, and CSAT
Strong facilitation and communication skills
Interview experience, or willingness to learn a structured interview process, is a plus
Ability to work core daily overlap with US EST business hours
No third party or agency submissions

Benefits

Comp & perks

Remote-first team setup
Core daily overlap with US EST business hours for team syncs and cross-functional alignment
Equal opportunity employer committed to creating an inclusive environment