AISaaSLeadershipProject ManagementOKRsCommunicationRemote Work
About this role
Role Overview
Develop and implement a comprehensive enablement strategy tailored to Boulevard’s Customer Support organization.
Build onboarding, certification, and continuous learning programs that reduce time-to-productivity and improve resolution quality using Articulate and Workramp enablement tools.
Align enablement initiatives with CSAT, retention, resolution time, and operational efficiency goals.
Partner with Product and Engineering to integrate AI into customer communication workflows.
Train Support reps on effective AI usage and prompt best practices.
Continuously evaluate AI effectiveness using performance data and customer outcomes.
Build structured product education programs that deepen rep expertise.
Create ongoing release education processes to ensure Support stays ahead of product changes.
Develop certification programs to validate knowledge and skill development, as well as continued education and learning.
Partner with Product to translate complex functionality into clear, actionable guidance for frontline teams.
Ensure messaging consistency across channels (chat, email, phone).
Establish governance and quality standards for support content.
Create and maintain support playbooks, communication frameworks, troubleshooting guides, knowledge base enhancements, macro libraries, and ticketing workflows.
Use support performance data to identify skill gaps and improvement opportunities.
Use reporting frameworks and OKRs that connect enablement initiatives to measurable outcomes.
Partner with Support Leadership to continuously refine workflows and learning priorities.
Deliver engaging workshops, skill-based training sessions, and AI adoption programs.
Coach ICs and managers on reinforcing best practices, provide data and insight to leadership to help coach and direct ICS.