Customer Support Training & Enablement Specialist

As a Customer Support (CS) Training & Enablement Specialist you will help build a world-class Support organization. This role owns key parts of the post-onboarding learning experience, including ongoing training, coaching, QA, product readiness, and performance enablement. You'll partner closely with our Customer Support Training Lead, who owns new hire onboarding, SOP management, and our current knowledge base tooling (Guru). Both roles are expected to flex into the other's scope when coverage requires it.

Responsibilities

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, building 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 partnering with the Training Lead to keep 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 to measure impact; Use data, AI, and frontline insights to continuously raise the bar on Support quality, knowledge, and performance

Requirements

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; Passion for developing people and building a best-in-class Support organization

Nice to have

Experience with AI-powered QA, coaching, or support tools

Benefits

Commuter benefits; Lunches and snacks; 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!)