NZ Hi-Tech Company of the Year 2023, Cin7 is a fast-growing global software company that provides solutions for modern-day product sellers. We help these sellers keep track of their inventory at scale, and help them sell their products across multiple sales channels around the world.
Cin7 is expanding very quickly with a mission to become the leading Inventory Management Software brand in the world, and we are looking for a motivated and driven individual to join the team.
How you'll make an impact:
The Support Enablement Specialist is a key member of the Education & Enablement team at Cin7, making sure every member of the Support organization has the product knowledge, technical skills, customer skills, and tools they need to resolve customer inquiries confidently, while delivering a positive, smooth customer experience.
This role serves our dedicated Support teams across Auckland, Sri Lanka, India, and the United States. You will design and deliver live and asynchronous training for these teams, including new hire onboarding, ongoing training, customer service and soft skills, tool training, and product release updates. You will monitor ticket and performance skills and trends, then address through enablement on an ongoing basis.
Working Hours:
Approximately 10 am - 7 pm or 11 am - 8 pm NZDT to provide appropriate overlap with our Support teams in India, Sri Lanka, and the United States.
\nWhy Work for Us?
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 11am-7pm or 12pm-8pm (including lunch hour) NZ time.
Intermittent availability outside these hours for cross-functional meetings.
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$75,000 - $85,000 a year
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Why Cin7?
At Cin7, we make great products available to everyone. Every month, millions of sales orders flow through our platform reducing the cost, effort and time for product sellers so they can quickly get products to customers and build their brands without worrying about their operations. We pride ourselves on providing Inventory Management and Supply Chain software to help medium-large product businesses thrive in a highly competitive, digital world. Cin7 centrally manages inventory across multiple locations and channels, connecting 500+ systems to support receiving, selling and shipping stock.
We value diversity at Cin7, and bring people into the heart of everything we do. We hire, recruit, and promote without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, pregnancy or maternity, veteran status or any other status protected by applicable law. We understand the importance of creating a safe and comfortable work environment and encourage individualism and authenticity in every member of our team.