Customer Support Training & Enablement Manager

Incubator Lab is seeking a hands-on, people-focused Customer Support Training & Enablement Manager to develop and manage training, onboarding, coaching resources, and knowledge infrastructure for its growing Customer Support team. The role will run onboarding and workshops, support hiring, create targeted learning resources, maintain the knowledge base, and use performance data to improve training outcomes.

Responsibilities:

• New Hire Onboarding: Design and run a structured onboarding program covering product knowledge, tools, policies, and tone, with clear milestones and certification before reps take live caseloads
• Targeted Skill Development: Partner with team leads and QA data to spot reps who are underperforming, and design targeted learning modules and resources team leads can use to close specific skill gaps
• Ongoing Workshops: Plan and deliver regular workshops so the team stays sharp on products, features, and process changes as they roll out
• Knowledge Base Ownership: Build and maintain a single source of truth, including playbooks, FAQs, and decision trees, that reps can look up on their own
• Hiring Support: Help facilitate interviews for entry-level Customer Support hires, partnering with hiring managers to assess candidates for coachability, communication, and fit
• Performance Reporting: Track and report on ramp time, QA scores, and training completion, and use that data to continuously improve the curriculum

Requirements:

• Experience in a training, enablement, or L&D role, ideally within a customer support, service, or call center environment
• A track record of building onboarding programs or learning modules that measurably moved the needle on rep performance
• Comfortable working with performance data such as QA scores, ramp time, and CSAT to diagnose skill gaps and measure what's working
• Strong facilitation and communication skills; you're as comfortable running a workshop for the whole team as you are coaching a single rep
• Interview experience, or a willingness to learn a structured interview process