Articulate is looking for a Support Enablement Specialist to join our Support Operations team. As the Support Enablement Specialist, you will work closely with the Support Operations Manager and support leadership team to ensure the support team has the skills, knowledge, process expertise, and assets to maximize customer delight and to help drive support performance. You’ll support the optimization of support tools and reporting to increase efficiency and meet organizational goals.
You’ll be the keeper of knowledge management around team processes, and you’ll work with the support quality assurance program to suggest and deploy team-wide training opportunities. You’ll contribute to data–backed decision-making by maintaining and refreshing reporting on KPIs and support trends as required.
The team's mission:
To help the Articulate support team be more productive, work more effectively, and deliver better service to their customers.
To create an environment for the support team in which they can do their best work and not be distracted or delayed by problems with tooling, processes, or logistics.
What You'll Do:
- Maintain process documentation
- Assist in the implementation and maintenance of support strategies, policies, and procedures.
- Work with the Support Operations manager to develop a content review cycle to ensure all content is up-to-date and accurate.
- Develop and deploy team training
- Own the end-to-end enablement for the support team, proactively identifying and implementing improvements with minimal oversight.
- Work with the Documentation team to monitor the product release pipeline and release schedules to help prepare the support team with new product knowledge.
- Collaborate with Support managers to update and maintain onboarding and training content for the support team to minimize ramp-up time.
- Work with the Conversation Coaching team to inform ongoing support and coaching to employees to reinforce skills and ensure continuous improvement.
- Monitor engagement with training resources to prevent knowledge gaps.
- Organize support meetings
- Schedule spotlight presentations for support meetings.
- Collate additional topics for support meeting agendas.
- Maintain reporting
- Work with the Support Operations manager to maintain and refresh Salesforce reporting on case volume, response times, customer satisfaction, and other data points as needed.
- Collaborate with managers and cross-functional teams to identify knowledge gaps and workflow obstacles, creating solutions to enhance the support team’s readiness and minimize disruption in handling cases.
- Follow all prescribed governance, safety, and security procedures.
- Other duties, responsibilities, and activities may change or new ones may be assigned at any time.
What You Should Have:
- Excellent communication skills and experience writing, editing, and presenting your work
- Excellent project management skills to execute training initiatives and content review
- A can-do, positive attitude, including a fearless approach to learning new tools and concepts
- Self-motivated in a remote environment with the ability to work independently while also functioning and contributing as part of a team
- Strong competency in problem-solving
- Desire for feedback in the flow of work
- Excellent attention to detail and follow-through, with the ability to handle and prioritize high-volume activities
- Minimum 5 years of experience with SaaS customer support
- Experience using Salesforce Service Cloud
- Experience with recommending process improvements
- Passion for working with data and documentation
- Flexibility, drive, collaboration, accountability, and trustworthiness
Nice to Haves:
- You have experience creating reports and dashboards in Salesforce
- You have familiarity with knowledge and project management tools such as Guru and Notion
- You have a general understanding of enablement and operations practices
- You have worked in a remote environment
- You are creative and passionate about training and development
- You have experience creating and adapting onboarding and training content
- Having the patience to work with employees at different skill levels and the empathy to understand their challenges
$62,600 - $94,000 a year
The pay range for this position is $62,600 to $94,000 for all US locations. Articulate takes into consideration a wide range of factors that are utilized in making compensation decisions including, but not limited to, skill sets, experience and training, licensure and certifications, qualifications and education, and other business and organizational needs. This position is also bonus eligible. Articulate also offers a robust suite of benefits, check out the website for a full list.
About us
Articulate Global, LLC, is the leading SaaS provider of creator platforms for online workplace training. Founded by Adam Schwartz in 2002, Articulate provides creator tools and services that make it simple for enterprises and SMBs to develop, deliver, and analyze online workplace training that’s engaging and effective. Increasingly, organizations must reskill employees for ever-changing remote and hybrid work environments, create learning cultures that attract and retain employees in a tight labor market, and use training to build more equitable, empowering, and engaging workplaces. Articulate helps organizations address these critical business needs with its creator platform for workplace training. Articulate 360—a suite of creator tools for online courses—was named the 7th most-loved product in the world by TrustRadius in 2021. And Rise—an all-in-one online training system that makes online training easy to create, enjoyable to take, and simple to manage—is the first creator platform for SMBs and departments within the enterprise. Articulate has more than 118,000 customers in 170 countries and counts all 100 of the Fortune 100 companies as customers.
Named one of Inc. Magazine’s Best Workplaces 2022 and a leader in building a human-centered organization, Articulate is guided by a commitment to provide the best value to customers, do right by employees, and create an equitable, empowering workplace for all. As a human-centered organization, we honor people’s humanity knowing that each person’s unique history, vulnerabilities, and social location inform how we show up with one another. We embrace our connectedness, aware that what we do and say impacts others. We give each other grace because we are all works in progress, learning and evolving every day. And we take responsibility for ourselves and are serious about our accountability to each other. In all we do, we strive to create an equitable, sustainable, and empowering workplace while we drive results for the business and make a positive impact in the world. Read more about our values here.
Articulate Global, LLC is an Equal Employment Opportunity and Affirmative Action employer and complies with all applicable federal, state, and local fair employment practices laws. All employment decisions at Articulate are based on business needs, job requirements, and individual qualifications directly related to the job, without regard to any protected characteristic or class, including, but not limited to, race, creed, color, religion, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related condition (including breastfeeding), or any other basis protected by law. Qualified candidates with criminal histories will be considered for this role in a manner consistent with applicable law. Articulate is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation related to the application process due to a disability, you may contact us at [email protected].
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