Revenue Enablement Manager - Customer Support
B
BoulevardSaaS
Remote - USAFull-TimeManager
Salary76500 - 101000 USD per year
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Job Details
- Experience
- 3+ years
- Required Skills
- Artificial IntelligenceJiraZendeskCRM
Requirements
- 3+ years in Revenue Enablement, Support Enablement, Support Operations, or similar roles in a B2B SaaS environment.
- Direct experience working with or within a Customer Support organization.
- Demonstrated success improving KPIs such as CSAT, resolution time, FCR, QA scores, or support productivity.
- Strong understanding of AI tools and automation in customer-facing workflows.
- Experience implementing or optimizing knowledge management systems.
- Analytical mindset with the ability to translate data into actionable enablement programs.
- Exceptional written and verbal communication skills.
- Strong facilitation and training experience.
- Proven ability to influence cross-functional stakeholders.
- Highly organized with strong project management capabilities.
- Growth-oriented, experimental mindset with comfort operating in fast-paced environments.
Responsibilities
- Develop and implement a comprehensive enablement strategy tailored to Boulevard’s Customer Support organization.
- Build onboarding, certification, and continuous learning programs that reduce time-to-productivity and improve resolution quality.
- Partner with Product and Engineering to integrate AI into customer communication workflows and train reps on effective AI usage.
- Build structured product education programs and ongoing release education processes.
- Create and maintain support playbooks, communication frameworks, troubleshooting guides, and knowledge base enhancements.
- Use support performance data to identify skill gaps and improvement opportunities and refine workflows.
- Deliver engaging workshops, skill-based training sessions, and AI adoption programs.
- Optimize and manage Support enablement tools and tech stack (e.g., CRM, ticketing systems, knowledge management tools, LMS, QA platforms).
- Act as a strategic partner to Customer Support leadership and collaborate with Product, RevOps, and Customer Success.
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