Customer Support Training & Enablement Specialist

Mudflap•Austin, TX

2d•$67,000 - $85,000•Remote

About The Position

Mudflap is hiring a Customer Support Training & Enablement Specialist to help build a world-class Support organization. The role owns key parts of the post-onboarding learning experience, including ongoing training, coaching, quality assurance, product readiness, and performance enablement. The specialist partners closely with the Customer Support Training Lead, who owns new-hire onboarding, SOP management, and the current knowledge base tooling (Guru). Both roles may flex into each other's scope when coverage requires it. The role is based in the United States. Mudflap prefers candidates in its Palo Alto, California, or Austin, Texas hubs for occasional meetings and team collaboration, but is open to remote team members who can travel periodically as needed. Success includes building a scalable post-onboarding learning program, strengthening QA and coaching, preparing Support for product releases, creating clear career development paths, and measurably improving quality, CSAT, and speed to proficiency over time.

Requirements

At least 4 years of experience in Training, Learning & Development, Enablement, or QA.
Experience designing and facilitating training and coaching programs.
Strong communication, facilitation, and project management skills.
Experience with LMS platforms, learning content development, and ticketing or support platforms such as Zendesk.
A data-driven approach to identifying performance and learning opportunities.
Passion for developing people and building a best-in-class Support organization.

Nice To Haves

Experience with AI-powered QA, coaching, or support tools.

Responsibilities

Design and deliver ongoing training, workshops, certifications, and learning paths for Agents and Team Leads.
Partner with Team Leads to identify performance gaps and develop targeted coaching, remediation, and development programs.
Own the QA program, using AI-powered tools and customer interactions to identify trends, coaching opportunities, and improvement areas.
Train and coach employees to meet Mudflap's standard of customer care, incorporating company values into certifications and coaching.
Partner with Product, Engineering, Operations, and Support Leadership to develop training and resources for new products, features, and process changes.
Own LMS administration, learning paths, certifications, and enablement content; partner with the Training Lead to keep materials aligned with SOPs and Guru.
Build programs to strengthen Team Lead capabilities and establish clear growth paths for Support Agents.
Track QA, CSAT, productivity, training completion, speed to proficiency, and other metrics to measure impact and identify opportunities.
Use data, AI, and frontline insights to improve Support quality, knowledge, and performance.
Flex into the Customer Support Training Lead's scope when coverage requires it.