Support Enablement Lead

Harvey

21h

About The Position

Harvey is building a world-class support function, and ensuring our team stays sharp as the product rapidly evolves is a critical part of that foundation. We are looking for a Support Enablement Lead to own the enablement strategy for our support org — covering both how we ramp new hires and how we keep tenured specialists continuously growing. Reporting to the Support Operations Manager, you will own the enablement and quality strategy for the support org, and serve as the senior practitioner who guides and mentors Support Enablement Specialists and QA Specialists in their day-to-day work. While those roles report directly to the Support Operations Manager, you will be their primary point of direction — setting priorities, shaping their work, and rolling up your sleeves to build and deliver programs alongside them. You’ll own the full learning and quality surface: onboarding, ongoing product and process training, skills development, QA, and the feedback loops that connect quality findings to learning content. This role is ideal for someone who combines strategic thinking with a bias for execution — you’re comfortable influencing a roadmap and then doing the work to bring it to life. You care deeply about team performance and understand that great enablement is one of the highest-leverage investments a support org can make.

Requirements

4+ years of experience in support enablement or a related role within a technical SaaS product environment.
Experience mentoring or guiding others in a senior IC capacity — you know how to set direction, give useful feedback, and help people grow without needing a formal management title to do it.
Demonstrated ability to own an enablement strategy end-to-end — from identifying needs and setting priorities through to building and delivering content.
Strong instructional design instincts: you understand how to chunk information, sequence learning, and choose the right format for the right audience.
Experience working in fast release cycles and adapting content rapidly as products and processes evolve.
Data-driven approach to program improvement — comfortable defining success metrics and using them to make decisions.
Deep familiarity with support workflows and what it takes for a specialist to handle technical customer issues with confidence.
Excellent communication skills; able to make complex product or process information accessible without oversimplifying it.

Nice To Haves

Experience with LMS platforms, video creation tools, or AI-assisted content development workflows.

Responsibilities

Co-own the enablement roadmap for the support team, covering both onboarding and ongoing training; set priorities in partnership with the Support Operations Manager and Support leadership, and drive execution alongside the Enablement Specialist.
Serve as the primary day-to-day guide for the Support Enablement Specialist and QA Specialists — setting direction, providing feedback, and helping each person do their best work, while formal people management sits with the Support Operations Manager.
Design and oversee a structured, scalable onboarding program that ramps new specialists quickly and reduces manual dependency on the broader team; define and track ramp metrics including time-to-productivity and QA scores during ramp.
Own the ongoing enablement program, translating rapid product releases, process changes, and emerging support challenges into clear, digestible learning content — delivered in the right format for the moment.
Oversee the QA program in partnership with the QA Specialist — ensuring quality findings directly inform enablement priorities, rubrics stay current, and the feedback loop between scoring and learning content is tight and continuous.
Partner with Product to stay ahead of releases, turning update notes into actionable team education before issues surface in tickets.
Maintain and evolve a library of enablement resources — onboarding curricula, quick-reference guides, training materials — ensuring everything stays accurate and current as Harvey scales.
Track and report on enablement effectiveness; use data to continuously improve programs and demonstrate impact to leadership.