What you'll be doing (non-exhaustive):

• CXG Enablement Strategy design and management
• Design and execute enablement programs aligned with CXG priorities and business goals
• Partner with CXG leadership to identify capability gaps and enablement needs across teams
• Ensure enablement supports both day-to-day execution and strategic change initiatives
• Act as the connective tissue between strategy, product changes, and frontline execution
• Support CXG initiatives that require coordinated rollout and behavior change
• Product, Systems and Process Enablement
• Enable teams on new or updated:
• Processes and workflows
• Product features and enhancements
• Policies, compliance requirements, and guardrails
• System changes and tooling updates
• AI-powered support and automation solutions
• Ensure clarity around ownership, escalation paths, and expected behaviors
• Translate changes into:
• What teams need to know
• What they need to do differently
• How success will be measured
• Support smooth rollouts with minimal disruption to operations, ensuring clarity around ownership, escalation paths, and expected behaviors
• Content, Knowledge & Playbooks creation and maintenance
• Create, maintain, and improve:
• CXG playbooks and SOPs
• Training materials and role-based guides
• Knowledge base and internal documentation
• Partner with SMEs to convert tribal knowledge into scalable assets
• Ensure content is clear, current, and easy to find
• Partner with CXG Management, to identify growth opportunities and improve the customer journey.
• Adoption, Reinforcement & Measurement of Enablement
• Drive enablement beyond initial rollout through:
• Reinforcement plans
• Office hours and refreshers
• Micro learnings
• Track enablement effectiveness using metrics such as:
• Adoption and usage
• Time-to-proficiency
• Error reduction and escalation trends
• Continuously iterate based on feedback and outcomes
• Metrics & Accountability
• Be accountable for CXG teams adoption of new tools, processes, and AI solutions
• Faster ramp for new hires and smoother transitions during change
• Fewer escalations driven by knowledge or process gaps
• Clear, consistent execution across Support, Hiring, Offboarding, CSM, and Vendor teams
• Teams feel informed, supported, and empowered to operate with agency

Qualifications:

• Required
• Experience in enablement, operations, CX, or a related role
• Strong ability to simplify complex product and process changes in fast-paced, scaling environments
• Excellent written and verbal communication skills
• Strong organizational skills and attention to detail
• Proven ability to collaborate effectively in a remote-first, globally distributed environment
• Proactive by nature: you anticipate challenges, take the initiative, and consistently seek improvements.
• Nice to Have
• 2+ years of experience in Account Management, Customer Success or Customer Support roles, ideally within an HR Tech SaaS environment. Experience as HR Business Partner or in HR operations is also highly relevant
• Familiarity with LMS tools, knowledge bases, QA, or enablement platforms
• Experience enabling AI-driven workflows or automation solutions
• Exposure to global or distributed teams.
• What We’re Looking For (Mindset)
• High agency: you proactively identify gaps and take ownership
• Outcome-focused: you care about adoption, not just delivery
• Systems thinker: you understand how product, process, and people connect
• Change-oriented: you enjoy helping teams evolve and grow

Why Join RemoFirst?

• Startup Environment: Be part of a scaling startup where your voice matters and your impact is tangible. You take part in shaping the future of RemoFirst.
• Growth Opportunities: Join a fast-growing team with the opportunity to shape the future of our support operations.
• Work for a Market Leader: Support innovative companies like Microsoft, Mastercard, and leading startups as part of your daily role.
• Remote-First: Enjoy the flexibility of working remotely with a team distributed across the globe.
• Perks: Competitive compensation, best-in-class tools, and growth resources to succeed.