Customer Enablement and Support

Repairify

About The Position

The primary responsibility of the Customer Enablement and Support role is to be proactive, detail-obsessed and thrive at the intersection of support, fulfillment, and customer adoption. This role is to bridge the gap, making onboarding and support feel seamless. This role will own the critical moments that get our non-technical customers up and running from order fulfillment through activation and early product use. This person will be the first to act on fulfillment orders, the fastest to pick up the phone when something isn’t working.This role is for a former auto service advisor, support tech, or implementation associate who can think both like a customer and like a systems-minded operator. The ideal person in this role will be mindful that our customers are trying to run shops — not learn software. This person’s job is to be their calm, clear, competent guide through the noise. You’ll help scale our delivery and improve the customer journey — one launch at a time.

Requirements

High School Diploma
2–5 years of experience in customer-facing roles (support, success, service advising, implementation, tech support, etc.)
Exceptional documentation skills

Nice To Haves

Bachelor’s Degree in a related field/ College degree a plus
Familiarity with or interest in the automotive industry or SaaS tools for non-technical users
Ability to explain complex systems in a simple way to impatient, non-technical customers
Stellar phone and written communication skills — friendly, clear, professional
You’re organized and methodical.
You’ve used tools like Salesforce and Freshdesk (or similar) and can ramp quickly
Automotive industry experience — especially in service, shop operations, or reconditioning
SaaS onboarding or technical support
Strong problem solving abilities
Ability to multi-task efficiently in a fast paced environment
Detail-oriented

Responsibilities

Sit at the intersection of support, implementation, and adoption, being prepared for a high-friction, low-attention customer in a technical product space
Review new customer orders, initiate setup steps, and manage onboarding workflow from Salesforce
Guide multiple different customers through setup, login, product training, and adoption milestones high attention to detail and follow-through
Use Salesforce and Freshdesk to accurately track customer touchpoints and progress; handle email and phone inquiries
Call customers before they escalate, clarify next steps, and follow up consistently. Proactively call customers when needed; i.e., speaking with customer and not just using email
Investigate basic product issues and submit escalations to Support or Product teams as needed
Relay information between internal team parties and customer, driving for solutions and closure
Monitor adoption health (logins, usage data, success milestones) and work with Sales, Product, and Ops to relay customer feedback and share trends
Thoroughly document what’s working (and what’s not) to improve the onboarding and support process
Engage and respond to internal team questions about process, product, issues, plans, etc. in the same manner and urgency of external customer communications.
Other Duties: Please note this job description is not designed to cover all possible activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.