Why Work for Us?
Hybrid Working Environment - 3 days work from home per week
Option to work 30 days every six months fully remote from anywhere in the world
Celebrate your birthday with a paid day off
A Global Wellness Day celebrated companywide, providing you a dedicated holiday to focus on your own wellbeing.
Fully paid health insurance
Regular Social Activities with office drinks and food on us
Recruitment referral bonus
Smart Casual dress code
- Modern office in Grafton complete with pool table, table tennis, PS5, Coffee machines etc
- What you'll do:
- Delivery:
Own the end-to-end execution of the support enablement curriculum and learning journey, including all on-demand material and live session components
Run onboarding for every new support hire: product knowledge, troubleshooting, case handling, communication, and tool proficiency
Build and execute tailored training for tools, skills, important process and product updates, and product knowledge on an ongoing basis
Develop and deliver engaging, interactive training sessions, courses, workshops, and webinars grounded in adult learning principles
Monitor learner progress, evaluate assignments, score assessments, and give feedback to individuals and team leads
Development
Create, update, and maintain high-quality enablement materials: presentations, guides, videos, courses, assessments, practice exercises and scenarios, and job aids
Serve as a consulting subject matter expert on the challenges and opportunities facing the support organization
Support Team Success
Facilitate regular check-ins with managers to track progress against ramp and proficiency
Use ticket trends, call/ticket shadowing, QA findings, and escalation patterns to find skill and knowledge gaps and build targeted training to close them
Define success markers and ideal learning journeys for different support roles and experience levels
Documentation and Reporting
Keep clear records of enablement activities, learner progress, and engagement in the LMS
- Report and connect training to outcomes such as handle time, CSAT, escalation rates, ticket resolution, and ramp time
- What you'll bring:
- Education and Experience:
2+ years of experience in dedicated team enablement or support analyst role
1+ years SaaS industry experience with a demonstrated ability to translate product capabilities into effective training
Demonstrable knowledge of B2B Customer Support team roles
1-2 years curriculum/training design experience; you have built or contributed to programs with structure and a clear learning objective
Technical Skills
Data fluency: you pull your own reports from support and ticketing tools and connect training activity to outcomes
Familiarity with ticketing tools (Cin7 uses Zendesk) to analyze patterns and shadow
Foundation in adult learning principles and designing to clear objectives
Experience with an LMS or learning content platform (Cin7 Academy runs on Docebo)
Soft Skills
Strong public speaking and presentation skills, with the ability to engage and motivate a distributed, multicultural audience
Clear, concise communication: you know your audience, from a brand new hire to a tenured Support Manager
Ability to simplify complex technical concepts so they are easy to understand and apply
- High accountability and proactivity - you do not wait to be asked
- Additional requirements:
- This role supports audiences in Auckland, New Zealand, Colombo, Sri Lanka, Ahmedabad, India, and Denver, Colorado (USA). Working hours will fall between 10 am - 7 pm or 11 am - 8 pm (including lunch hour) NZ time.
Intermittent availability outside these hours for cross-functional meetings.
