Support Enablement Specialist

ROLLER•Austin, TX

About The Position

ROLLER isn’t your average SaaS company. We operate globally across 30+ countries, powering millions of real-world experiences in the leisure and attractions industry. What we build doesn’t just live on a screen. It shows up in busy venues, peak weekends, and unforgettable moments for guests. Our mission is simple but ambitious: help operators run better businesses while creating great guest experiences. That means solving complex, real-world problems across ticketing, point of sale, self-service, memberships, kiosks, and digital waivers, all at meaningful scale. Just as importantly, it’s the people. We’re a team of 300+ smart, grounded, and genuinely passionate humans working across the globe. We care about quality, ownership, and doing work we’re proud of, without taking ourselves too seriously. We’re growing fast, aiming high, and building something that matters. If you want to work on real problems, with real customers, alongside people who care deeply about their craft and impact, ROLLER is a great place to do it. We’re hiring a Support Enablement Specialist to build and scale how our Support team learns and develops. This role will bring structure, consistency, and a proactive approach to enablement, helping us move from reactive training to a more strategic program. You will execute and help shape Support enablement within a broader enablement strategy by helping shape what great enablement looks like for Support, building onboarding and ongoing enablement, and helping create clear development pathways for the team. This is a high-impact role that will play a key part in how we scale our Support function and develop talent internally.

Requirements

Experience building or delivering onboarding, training, or enablement programs
Ability to create structured, progressive learning experiences
Strong written communication and content development skills
A collaborative approach and ability to work cross-functionally
Comfort working with technical or complex products
You have a high appetite for Technology and AI and a natural curiosity for how it can transform your work. You’re comfortable using AI tools to automate repetitive 'busy work,' freeing you up to focus on high-impact work
We believe AI is a career-defining inflection point. ROLLER is a fast adopter of new technology like AI, and every team member is empowered to own their learning and use the latest tools to supercharge their impact. We’re looking for candidates with the proficiency and curiosity to embrace AI and technology — not just as a technical skill, but as a core competency to help us achieve big goals.

Nice To Haves

Experience working with Support teams or post-sales functions
Background in enablement (support, sales, or post-sales)
Experience building skills frameworks, certification programs, or internal training programs
Experience in environments with technical or complex products

Responsibilities

Design and manage onboarding for new Support team members
Build structured, progressive training that starts with fundamentals and develops into advanced capability
Introduce assessments and feedback loops to reinforce learning and measure progress
Work with Support leadership and Enablement leadership to define the skills and competencies required for success across Support levels (L1, L2, L3)
Partner with Support leaders to identify skill gaps and prioritize training initiatives
Help standardize what “good” looks like across the team
Contribute to an ongoing enablement strategy for the Support team
Maintain and evolve training content, courses, and learning resources
Ensure training keeps pace with product changes and team needs
Design training that goes beyond product knowledge and builds structured problem-solving skills
Help Support team members develop the ability to diagnose and navigate complex customer issues effectively
Contribute to building a career progression framework within Support (e.g. L1 → L2 → L3 → leadership)
Help define pathways into other teams (e.g. Product, Customer Success, Solutions Engineering)
Support the creation of an internal talent pipeline

Benefits

You'll get to work on a category-leading product that customers love in a fun, high-growth industry! Check our Capterra and G2 reviews.
ROLLER Recharge days to celebrate and recharge once we've hit our goals
Engage in our 'Vibe Tribe' - led by our team members; you can contribute to company-wide initiatives directly. Regular events and social activities, fundraising & cause-related campaigns...you name it. We're willing to make it happen!
Team Member Assistance Program to proactively support our team's health and wellbeing - access to coaching, education modules, weekly webinars, and more.
16 weeks paid Parental Leave for primary carers and 4 weeks paid Parental Leave for secondary carers.
Work with a driven, fun, and switched-on team that likes to raise the bar in all we do!
Individual learning & development budget plus genuine career growth opportunities as we continue to expand!

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