PHIL GTM Customer Support Enablement Lead

Apollo.io

81d

About The Position

We are looking for a tenured and strategic Customer Support Enablement Lead to join our team in Manila, Philippines. This role will own and evolve the end-to-end enablement experience for our support organization, with a primary focus on delivering and improving our 6-week new hire onboarding program. You’ll lead in-person facilitation, partner closely with our US-based Everboarding Manager, and co-design ongoing training programs that are scalable, data-informed, and aligned with our business goals. You are not only a skilled facilitator, but also a builder—someone who thrives in fast-paced environments, understands the nuances of SaaS support, and knows how to translate performance metrics into targeted enablement strategies.

Requirements

• 6+ years of experience in customer support, enablement, or training roles, with direct ownership of onboarding and learning programs
• SaaS industry experience required
• Proven ability to lead live in-person facilitation and instructional delivery, ideally with experience onboarding support agents or specialists
• Strategic thinker with a track record of building programs that are data-informed and results-oriented
• Strong experience using enablement or learning tools (e.g., LMS, Google Suite, Notion, survey tools, feedback dashboards)
• Excellent cross-functional collaboration and stakeholder management skills
• Bilingual (Spanish and English)

Nice To Haves

• Experience designing training for chat/ticket-based support, quality assurance alignment, or customer experience coaching
• Familiarity with salesforce.com, Apollo.io, Maestro, Intercom systems

Responsibilities

• Own the strategy, execution, and measurement of our 6-week onboarding program for new support hires
• Facilitate in-person onboarding experiences, ensuring sessions are engaging, relevant, and role-specific
• Maintain and continuously iterate onboarding documentation, checklists, and training resources
• Design onboarding certification processes and track ramp milestones to measure readiness and success
• Collaborate with the GTM Support Enablement Manager to identify enablement needs based on CSAT, QA, ticket/chat metrics, and product changes
• Co-develop ongoing training initiatives across key areas like tools, workflows, tone/quality, product updates, and customer experience best practices
• Create feedback loops and reporting mechanisms to ensure program effectiveness
• Design scalable learning paths for new hires and tenured agents, including live training, async/self-paced content, microlearning, and certification tracks
• Use enablement tools (e.g., LMS, content hubs, feedback surveys, Maestro) to deliver, track, and refine training at scale
• Work cross-functionally with QA, Product, Support Ops, and L&D to align training with business goals
• Define and manage success metrics for enablement programs (e.g., time to productivity, QA scores, CSAT, and knowledge assessments)
• Analyze qualitative and quantitative feedback to improve program structure, delivery, and outcomes
• Champion a culture of learning and continuous improvement within the support organization

What This Job Offers

• Number of Employees: 501-1,000 employees