Customer Support Tools & Enablement Lead

Chatham Financial • Kennett Square, PA

106d

About The Position

We are seeking a Customer Support Tools & Enablement Lead to operationalize and optimize the technology, processes, and playbooks that power our product-focused support function. Reporting to the Director of Customer Support, this individual will own our support systems, metrics, and knowledge management framework, ensuring our global team can deliver fast, consistent, and high-quality client experiences. This is a hands-on, detail-oriented role ideal for someone who thrives at the intersection of tools, process, and client impact.

Requirements

• 5+ years of experience in customer support operations, enablement, or related roles in a B2B SaaS or enterprise product environment.
• Hands-on expertise with support/ticketing systems (Freshdesk, Zendesk or equivalent) and related integrations.
• Strong process orientation with a track record of implementing scalable workflows and reporting structures.
• Analytical skills to measure and optimize performance through data-driven insights.
• Excellent documentation and knowledge management skills.
• Collaborative mindset with the ability to work across Product, Engineering, and Customer Success to drive improvements.
• Self-starter comfortable balancing day-to-day execution with long-term process building.

Responsibilities

• Own and administer the ticketing system, ensuring effective configuration, routing, triage, and automation.
• Develop and maintain operational playbooks, escalation processes, and workflows to support global coverage.
• Partner with the Director to define KPIs and build dashboards and reports to monitor SLAs, ticket volume, resolution times, and client satisfaction.
• Continuously review and make data-driven decisions to improve team operations.
• Create and maintain a centralized knowledge base and training materials to enable team members to deliver consistent, expert-level support.
• Serve as a liaison to Product Operations, Customer Success, Engineering, and UX teams to ensure support feedback loops are systematically captured and actioned.
• Identify and implement tools, integrations, and automations that improve team productivity and client experience, embracing an AI-first mindset.
• Support onboarding, training, and continuous enablement for Customer Support team members.

What This Job Offers

• Job Type: Full-time
• Industry: Professional, Scientific, and Technical Services