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Cherry Ventures Logo Cherry Ventures · Customer Service

Enablement Lead, Customer and Partner Support

United States, Waltham, MA 60000.00 - 75000.00 USD / Year · Job Posted February 17, 2026
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Job Description

We are seeking a highly organized, strategic, and collaborative Enablement Lead to support our growing Customer & Partner Support network. This role is responsible for building, optimizing, and delivering the tools, training, and communications that empower our frontline teams, partners, and internal stakeholders to deliver world-class service. The ideal candidate blends strong instructional design expertise with operational understanding, exceptional communication skills, and a passion for enabling others to succeed.

Job Responsibility

  • Design, maintain, and scale training programs across onboarding, upskilling, cross-training, and new product/process launches
  • Develop and manage a structured training curriculum, including facilitator guides, e-learning modules, SOPs, assessments, and certification paths
  • Partner with operations, quality, and product to identify skill gaps and deliver targeted enablement initiatives
  • Own the creation, organization, and governance of the internal knowledge base (process documentation, SOPs, troubleshooting guides, playbooks)
  • Develop customer- and partner-facing knowledge resources, ensuring content is accurate, accessible, and aligned with brand and compliance requirements
  • Implement content lifecycle management practices to ensure knowledge remains current, searchable, and actionable
  • Lead internal communications for support teams, including process updates, product launches, policy changes, and leadership announcements
  • Create clear, concise, and audience-appropriate messaging for frontline teams, partners, and cross-functional stakeholders
  • Play a central role in change management by ensuring teams understand what is changing, why, and how to adopt new processes or tools
  • Partner closely with Support Operations, Quality, Workforce Management, Product, Engineering, Sales, and Partner Management to ensure alignment on enablement needs
  • Serve as the “voice of the frontline” in cross-functional meetings to advocate for clear processes, readiness, and effective rollout strategies
  • Support operational initiatives by developing training and communication packages that accelerate adoption and drive measurable improvements
  • Define and track key enablement KPIs (knowledge accuracy, content usage, onboarding effectiveness, competency scores, time-to-proficiency)
  • Conduct ongoing needs assessments, audits, and feedback loops to strengthen training and knowledge systems
  • Identify and implement new tools or methodologies to improve content creation, delivery, and engagement

Requirements

  • 1-3+ years in Enablement, Training, Instructional Design, Knowledge Management, or Customer Support Operations (or equivalent experience)
  • Proven experience building scalable training programs and/or knowledge bases in a fast-paced environment
  • Strong writing and editing skills with the ability to simplify complex information into clear, actionable content
  • Demonstrated ability to design training materials (presentations, facilitator guides, e-learning, videos, assessments)
  • Experience with learning management systems (LMS), knowledge management platforms, and documentation tools
  • Excellent communication and storytelling skills across diverse audiences and levels
  • Strong project management skills with the ability to juggle competing deadlines and manage cross-functional stakeholders
  • Analytical mindset with comfort using metrics to assess effectiveness and guide decision-making
  • High level of ownership, adaptability, and curiosity
  • thrives in a dynamic environment with evolving priorities

What we offer

  • 401(k) match
  • medical, dental and vision insurance
  • life and disability insurance
  • generous paid time off including vacation, sick leave, floating and fixed holidays, maternity and bonding leave
  • EAP, other wellbeing resources
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