Customer Support Training & Enablement Specialist

Mudflap

. Design and deliver ongoing training, workshops, certifications, and learning paths for Agents and Team Leads .

Posted 10/27/2026full-timeRemote • United StatesMid-LevelSenior💰 $67,000 - $85,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in designing and delivering training programs, utilizing AI-powered tools for quality assurance, and fostering team development within a customer support environment. Proficient in leveraging data-driven insights to enhance performance and learning outcomes.

Highest-signal resume keywords

Training Program DesignLMS AdministrationAI-Powered QA ToolsData-Driven Performance AnalysisProject Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Training DevelopmentCoaching ProgramsPerformance Metrics TrackingLearning Content DevelopmentFacilitation Skills

Soft Skills

Strong CommunicationTeam CollaborationFacilitation Skills

Tools & Technologies

LMS PlatformsZendeskAI-Powered Tools

Industry Keywords

Learning And DevelopmentQuality AssuranceCustomer SupportPerformance ImprovementCareer Development

About the role

Key responsibilities & impact

Design and deliver ongoing training, workshops, certifications, and learning paths for Agents and Team Leads
Partner with Team Leads to identify performance gaps and create targeted coaching, remediation, and development programs
Own the QA program using AI-powered tools and customer interactions to identify trends, coaching opportunities, and areas for improvement
Train and coach toward Mudflap's standard of customer care and build company values into certifications and coaching
Partner with Product, Engineering, Operations, and Support Leadership to develop training and resources for new products, features, and process changes
Own LMS administration, learning paths, certifications, and enablement content while keeping materials aligned with SOPs and Guru
Build programs that strengthen Team Lead capabilities and create clear growth paths for Support Agents
Track QA, CSAT, productivity, training completion, speed to proficiency, and other metrics
Use data, AI, and frontline insights to continuously improve Support quality, knowledge, and performance
Build a scalable post-onboarding learning program, stronger QA and coaching, effective product release readiness, clear career development paths, and measurable improvements in quality, CSAT, and speed to proficiency

Requirements

What you’ll need

4+ years of experience in Training, L&D, Enablement, or QA
Experience designing and facilitating training and coaching programs
Strong communication, facilitation, and project management skills
Experience with LMS platforms, learning content development, and ticketing/support platforms (e.g. Zendesk)
Data-driven approach to identifying performance and learning opportunities
Experience with AI-powered QA, coaching, or support tools is a plus
Passion for developing people and building a best-in-class Support organization
Open to remote team members within the United States who can travel periodically as needed
Must reside in the United States
Must be legally authorized to work in the United States for any employer
Must not require sponsorship for employment visa status

Benefits

Comp & perks

Commuter benefits to ease your travel
Lunches and snacks
Collaborative, high-growth environment
Competitive salary and equity in a high-growth startup
Multiple health benefit options
Responsible Time Off
401(k) matching
Opportunities and support for major career growth
Annual Company offsite event (Mudfest!)