Support Enablement Specialist

Roller • Austin, TX

1d

About The Position

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’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

• Lead Support Onboarding
• 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
• Help Build a Skills & Capability Framework
• 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
• Deliver Ongoing Enablement
• 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
• Develop Critical Thinking & Problem Solving
• 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
• Support Career Growth & Internal Mobility
• 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!

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 101-250 employees