Customer Support Enablement Lead

Apollo.io is the leading go-to-market solution for revenue teams, trusted by over 500,000 companies and millions of users globally, from rapidly growing startups to some of the world's largest enterprises.Founded in ****, the company is one of the fastest growing companies in SaaS, raising approximately $250 million to date and valued at $1.6 billion.Apollo.io provides sales and marketing teams with easy access to verified contact data for over 210 million B2B contacts and 35 million companies worldwide, along with tools to engage and convert these contacts in one unified platform.By helping revenue professionals find the most accurate contact information and automating the outreach process, Apollo.io turns prospects into customers.Apollo raised a series D in **** and is backed by top-tier investors, including Sequoia Capital, Bain Capital Ventures, and more, and counts the former President and COO of Hubspot, JD Sherman, among its board members.We are looking for a tenured and strategic Customer Support Enablement Lead to join our team in Mexico City.This role will own and evolve the end-to-end enablement experience for our support organization, with a primary focus on delivering and improving our 6-week new hire onboarding program.You'll lead in-person facilitation, partner closely with our US-based Everboarding Manager, and co-design ongoing training programs that are scalable, data-informed, and aligned with our business goals.You are not only a skilled facilitator, but also a builder—someone who thrives in fast-paced environments, understands the nuances of SaaS support, and knows how to translate performance metrics into targeted enablement strategies.**Responsibilities**:- **Lead New Hire Onboarding (Mexico City)**:- Own the strategy, execution, and measurement of our 6-week onboarding program for new support hires- Facilitate in-person onboarding experiences, ensuring sessions are engaging, relevant, and role-specific- Maintain and continuously iterate onboarding documentation, checklists, and training resources Design onboarding certification processes and track ramp milestones to measure readiness and success- **Ongoing Enablement facilitation designed**:- Collaborate with the GTM Support Enablement Manager to identify enablement needs based on CSAT, QA, ticket/chat metrics, and product changes- Co-develop ongoing training initiatives across key areas like tools, workflows, tone/quality, product updates, and customer experience best practices Create feedback loops and reporting mechanisms to ensure program effectiveness- **Build Scalable Programs**:- Design scalable learning paths for new hires and tenured agents, including live training, async/self-paced content, microlearning, and certification tracks- Use enablement tools (e.g., LMS, content hubs, feedback surveys, Maestro) to deliver, track, and refine training at scale Work cross-functionally with QA, Product, Support Ops, and L&D to align training with business goals- **Measure and Iterate**:- Define and manage success metrics for enablement programs (e.g., time to productivity, QA scores, CSAT, and knowledge assessments)- Analyze qualitative and quantitative feedback to improve program structure, delivery, and outcomes Champion a culture of learning and continuous improvement within the support organization**Qualifications**:- 6+ years of experience in customer support, enablement, or training roles, with direct ownership of onboarding and learning programs- SaaS industry experience required- Proven ability to lead live in-person facilitation and instructional delivery, ideally with experience onboarding support agents or specialists- Strategic thinker with a track record of building programs that are data-informed and results-oriented- Strong experience using enablement or learning tools (e.g., LMS, Google Suite, Notion, survey tools, feedback dashboards)- Excellent cross-functional collaboration and stakeholder management skills Bilingual (Spanish and English)- Bonus: Experience designing training for chat/ticket-based support, quality assurance alignment, or customer experience coaching.**We are AI Native**:Apollo.io is an AI-native company built on a culture of continuous improvement.We're on the front lines of driving productivity for our customers—and we expect the same mindset from our team.If you're energized by finding smarter, faster ways to get things done using AI and automation, you'll thrive here.**Why You'll Love Working at Apollo**:At Apollo, we're driven by a shared mission: to help our customers unlock their full revenue potential.That's why we **take extreme ownership** of our work, **move with focus and urgency**, and **learn voraciously** to stay ahead.We invest deeply in your growth, ensuring you have the resources, support, and autonomy to **own your role and make a real impact**.Collaboration is at our core—we're **all for one**, meaning you'll have a team across depar