Customer Support Enablement Specialist l

Apollo.io
Mexico City
Workplace: HybridFull timeFunction: Customer Support (Service Desk)Experience: 6+ yearsSkills: ["Facilitation","Strategic thinking","Cross-functional collaboration","Stakeholder management","Data-informed decision-making"]

Own and evolve the end-to-end enablement experience for the support organization, with a primary focus on a 6-week new hire onboarding program in Mexico City. Lead in-person facilitation, maintain and improve onboarding documentation and certification processes, and partner with the US-based Everboarding Manager to co-design scalable, data-informed training. Build learning paths using enablement tools, and measure outcomes via CSAT, QA, ticket/chat metrics, and knowledge assessments.

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FursaFursa
Apollo.io
Apollo.io
3 days ago

Customer Support Enablement Specialist l

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Source: Company careers pageValidated by: Fursa AI
Last checked: 1 hour agoStatus: Live

Job Summary

Own and evolve the end-to-end enablement experience for the support organization, with a primary focus on a 6-week new hire onboarding program in Mexico City. Lead in-person facilitation, maintain and improve onboarding documentation and certification processes, and partner with the US-based Everboarding Manager to co-design scalable, data-informed training. Build learning paths using enablement tools, and measure outcomes via CSAT, QA, ticket/chat metrics, and knowledge assessments.
Location: Mexico City
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Own the strategy, execution, and measurement of the 6-week onboarding program for new support hires in Mexico City.
  • •Facilitate in-person onboarding sessions and keep onboarding documentation, checklists, and training resources up to date.
  • •Design onboarding certification processes and track ramp milestones to measure readiness and success.
  • •Collaborate with the GTM Support Enablement Manager to identify enablement needs from CSAT, QA, ticket/chat metrics, and product changes; co-develop ongoing training.
  • •Build scalable learning paths using enablement tools and improve programs by defining success metrics and analyzing qualitative/quantitative feedback.

Key Requirements

  • •6+ years of experience in customer support, enablement, or training roles with ownership of onboarding and learning programs.
  • •SaaS industry experience.
  • •Proven ability to lead live in-person facilitation and instructional delivery, ideally onboarding support agents or specialists.
  • •Strategic builder of data-informed, results-oriented enablement programs.
  • •Experience with enablement or learning tools (e.g., LMS, Google Suite, Notion) and cross-functional stakeholder collaboration; bilingual in Spanish and English.
Experience:6+ years
Skills:FacilitationStrategic thinkingCross-functional collaborationStakeholder managementData-informed decision-making
Languages:SpanishEnglish
Tech Stack:LMSGoogle SuiteNotionMaestroSalesforce.comIntercom

Company Brief

Apollo.io
Provides a B2B sales engagement platform and global contact database that helps revenue teams find prospects, enrich data, and automate outbound workflows to accelerate pipeline and close deals.
Industry: SaaS
Company Size: Large (251 to 1,000 employees)
Growth: Scaleup
Funding: Series D
Headquarters: San Francisco, United States
Founded: 2015
WebsiteLinkedIn