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CX Enablement Lead – Customer Support
| Company | Captions |
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| Location | New York, NY, USA |
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| Salary | $90000 – $150000 |
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| Type | Full-Time |
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| Degrees | |
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| Experience Level | Senior |
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Requirements
- 5+ years in Enablement, Learning & Development, or Customer Experience Operations, ideally in a B2B SaaS environment
- Deep familiarity with AI tools and automation—AI should be a core part of how you work and think, both professionally and personally
- Strong communication skills with the ability to work effectively across Product, Engineering, and CX
- Understanding of product development lifecycles and ability to translate complex changes into clear training or documentation
- Experience managing customer-facing knowledge bases, internal macros, and support SOPs
- Proven success designing and scaling onboarding and training programs
- Highly organized, self-motivated, and comfortable managing multiple priorities
- Passionate about teaching others
Responsibilities
- Act as the primary liaison between CX, Product, and Engineering to ensure smooth communication and rollout of product changes
- Coordinate the implementation of new tools, features, and processes across the CX org with clear enablement plans
- Lead change management efforts to ensure updates are adopted effectively and consistently
- Align enablement initiatives with broader company goals to reduce friction and drive clarity
- Own and maintain all customer-facing content, including the Help Center, changelog, and API reference
- Manage internal resources like macros and SOPs to support fast, accurate, and consistent support experiences
- Track and triage feature requests from Support, ensuring they inform product and documentation priorities
- Partner with Product and Engineering to ensure documentation accurately reflects the product lifecycle
- Design and deliver training programs for human and AI support agents, including onboarding and continued education
- Translate product updates into internal training, customer-facing help content, and enablement sessions
- Build and manage Captions University, a self-paced onboarding program for new CX team members
- Deliver engaging workshops, recorded sessions, and other educational content for both internal teams and external customers
Preferred Qualifications
No preferred qualifications provided.
