Customer Support Training & Enablement Specialist

The role

You will build a Support organization by owning post-onboarding learning, training, coaching, QA, and product readiness. You will partner with the Customer Support Training Lead to manage learning paths and performance enablement.

What you will do

• 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 coaching and development programs.
• Own the QA program using AI-powered tools and customer interactions.
• Train and coach toward specific standards of customer care.
• Develop training and resources for new products, features, and process changes.
• Own LMS administration, learning paths, certifications, and enablement content.
• Build programs that strengthen Team Lead capabilities and create growth paths for Support Agents.
• Track QA, CSAT, productivity, training completion, and speed to proficiency.
• Use data, AI, and frontline insights to improve Support quality and performance.

Required qualifications

• 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.

Nice to have

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

Benefits

• Commuter benefits
• Lunches and snacks
• Competitive salary and equity
• Multiple health benefit options
• Responsible Time Off
• 401(k) matching
• Opportunities and support for major career growth
• Annual Company offsite event (Mudfest!)

About the company

Mudflap is a fintech platform that helps small businesses save on fuel by modernizing the trucking industry. The company offers fleet fuel management solutions and is backed by venture investors.