Senior Customer Enablement Specialist

Cut+Dry

1d•Remote

About The Position

Reporting to the Application Support Manager, you will play a vital, senior-level hybrid role for Cut + Dry. You will be a primary point of contact for our most complex customer and technical challenges, providing friendly and efficient expert support while proactively empowering our distribution partners through in-depth education and training. This is a critical opportunity to not only solve immediate customer and integration challenges but also to use those technical insights to build and deliver high-level training programs that prevent future issues. You will serve as the technical communication bridge, ensuring our distribution partners (DPs) feel confident from their first day, can fully leverage the Cut + Dry platform—including its underlying data and API capabilities—and are equipped to drive sustained adoption and growth for their business.

Requirements

5+ years of experience in a customer-facing role such as senior customer support, technical support, customer success, or training, preferably in a SaaS or e-commerce environment.
Proven ability to provide exceptional customer service and build rapport with a diverse range of users.
Extensive experience with API troubleshooting (interpreting documentation, error codes, and using tools like Postman).
Demonstrated experience with data validation and debugging data integrity issues.
Familiarity with AWS infrastructure (e.g., EC2, S3, Lambda, Cloudwatch) sufficient to understand and troubleshoot system-level issues.
Familiarity with at least one coding language (e.g., Python, JavaScript, SQL) for basic scripting or data manipulation.
Experience troubleshooting ETL (Extract, Transform, Load) processes.
Strong verbal and written communication skills (English)
Familiarity with help desk software (Jira Service Management & Hubspot ).
A passion for customer service and a commitment to exceeding expectations.

Nice To Haves

Experience delivering presentations or training sessions (virtually or in-person) is highly desirable.

Responsibilities

Advanced Technical Support: Serve as the first point of escalation for complex technical issues, providing expert-level support to customers and guiding more junior support staff, focusing on API integrations, data validation, and core platform functionality.
Frontline Support: Provide friendly and helpful support to customers via phone, email, and chat, addressing their questions and platform challenges.
Customer Training: Design and deliver engaging, technically-focused live virtual and in-person training sessions for new and existing distribution partners, focusing on platform features, data workflows, API best practices, and troubleshooting.
System Troubleshooting & Escalation: Lead advanced troubleshooting for system issues, including investigating data flows, API errors, and ETL failures. Accurately escalate complex technical issues to our Production Support team with detailed, technical documentation.
Content Creation: Develop easy-to-digest, technically accurate training materials (videos, help docs, FAQs, walkthroughs) to support self-service learning, in collaboration with the Product Marketing team, with a focus on translating complex technical concepts into clear, non-technical instructions.
Proactive Improvement: Proactively identify recurring customer issues from support interactions and use these technical insights to improve training programs, contribute to our knowledge base, and recommend product/system improvements.
Documentation: Accurately log and track all customer interactions in Jira Service Management, ensuring all relevant technical and contextual information is captured.
Collaboration: Work closely with Growth, the Support Team, and Engineering to address complex integration and data-related issues, refine training programs, and ensure a seamless customer experience from onboarding onward.
On-Call Support: Participate in an on-call rotation to provide after-hours support for critical issues.