Senior Support Ops & Enablement Specialist

Responsibilities

• Own the Support Onboarding & Training program end-to-end, from needs analysis and curriculum design through delivery, iteration, and ongoing effectiveness measurement.
• Design engaging, scalable training materials including playbooks, e-learning modules, assessments, and live facilitated sessions tailored to a SaaS support environment.
• Partner cross-functionally with Support leadership, Product, and People teams to ensure training content stays current with product changes, process updates, and evolving customer needs.
• Define and track key metrics (ramp time, knowledge retention, CSAT impact) to evaluate program effectiveness and drive continuous improvement.
• Lead additional Ops & Enablement projects independently after the onboarding program is established, including process documentation, tooling rollouts, AI agent development, automation development, and knowledge management initiatives.
• Proactively identify gaps in team capability or operational efficiency and propose structured solutions with minimal direction from management.

Requirements

• 3-5 years of experience in a training, enablement, instructional design, or support operations role, ideally within a SaaS or tech environment.
• Demonstrated experience designing and delivering onboarding or training programs from scratch, not just maintaining inherited content.
• Strong project management skills with a track record of taking complex initiatives from planning through execution independently.
• Comfortable operating with a high degree of autonomy and managing your own priorities without close day-to-day oversight.
• Excellent written and verbal communication skills with the ability to translate complex processes into clear, digestible content.
• Analytical mindset. You use data to assess impact and inform decisions.
• Familiarity with enablement or LMS tooling (e.g. LevelUp, Lessonly/Seismic, Confluence).
• Experience working in or closely with a customer support function.
• Exposure to support tooling such as ServiceNow, Zendesk, Intercom, or Salesforce Service Cloud.
• What Success Looks Like in Year One
• A fully documented and operational Support Onboarding & Training program is live and measurably reducing new hire ramp time.
• Training content is structured, maintainable, and updated in line with product and process changes.
• You've identified and begun scoping at least one additional Ops/Enablement initiative independently.
• WHAT YOU'LL GET:
• Market competitive salary + success-oriented bonus.
• Day 1 HMO coverage with 3 free dependents.
• Hybrid work arrangement (3x Onsite, 2x WFH)
• Work with the market leader in model-based automation testing.
• Supportive and engaged leadership team.
• OUR CORE VALUES:
• Run towards change: Challenge the status-quo.
• Serve our customers & communities: Create a positive experience with each interaction.
• Solve problems together: We win or lose as one team.
• Think big & believe: Set extraordinary goals and believe you can achieve them.
• Move fast: Create momentum and efficiency.
• Demonstrate self-awareness: Own your own strengths and limitations.
• Finish what we start: Do what we say we are going to do.
• Global Sanctions Compliance

Benefits

Additional Information

We're looking for a Senior Support Ops & Enablement Specialist to join our Support Operations & Enablement team In this role, you'll own the end-to-end design, delivery, and continuous improvement of our Support Onboarding & Training program, and take on broader Ops/Enablement projects as the function grows. You're a self-starter who thrives with autonomy, brings a strong background in training or instructional design, and knows how to turn ambiguous problems into structured, scalable solutions.

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Company Intel

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