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Apollo.io is seeking a Customer Support Enablement Specialist to lead and evolve the enablement experience for its support organization based in Mexico City. The role focuses on designing, delivering, and continuously improving a 6-week new hire onboarding program while partnering with the US-based Everboarding Manager to scale training initiatives across the support team.
Key responsibilities include owning the strategy and execution of the onboarding program, facilitating in-person training sessions, and maintaining comprehensive onboarding documentation and certification processes. You will collaborate cross-functionally with QA, Product, Support Ops, and L&D teams to identify enablement needs based on performance metrics (CSAT, QA scores, ticket/chat data) and translate these insights into targeted training initiatives.
The role requires designing scalable learning paths that combine live training, asynchronous content, microlearning, and certification tracks. You'll leverage enablement tools such as LMS platforms, content hubs, and feedback surveys to deliver and track training effectiveness at scale. A critical component is measuring program success through defined metrics including time to productivity, QA scores, CSAT, and knowledge assessments, then iterating based on qualitative and quantitative feedback.
This is a strategic position for someone who combines facilitation skills with program-building expertise. You'll champion a culture of continuous learning within the support organization while ensuring all enablement initiatives align with broader business goals. The role requires deep understanding of SaaS support operations and the ability to translate performance data into actionable learning strategies.
