Customer Support Training & Enablement Manager

Job not on LinkedIn

🔥 2 minutes ago

🌐 United States, Philippines – Remote

🇺🇸 United States – Remote 🇵🇭 Philippines – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

👻 Ghost score 20%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Incubator Lab

WebsiteLinkedInAll Job Openings

2 - 10 employees

🛍️ eCommerce

📣 Marketing

💼 Consulting

eCommerce • Marketing • Consulting

Incubator Lab is a growth and marketing firm that incubates and scales innovative e-commerce brands. They position themselves as an “out of the box” marketing and advertising team focused on captivating customers, driving sales, and producing measurable results; their site claims $100M+ in revenue generated. The company highlights four founders with 50+ combined years in advertising, a team of about 34 people, and offers services, packages, and consulting (site footer references "Consulting rosa LLC"). They emphasize continuous testing and innovative solutions to grow e‑commerce brands.

📋 Description

• Design and run structured new-hire onboarding covering product knowledge, tools, policies, and tone • Establish clear onboarding milestones and certification before representatives take live caseloads • Partner with team leads and QA data to identify underperforming representatives • Design targeted learning modules and resources to address specific skill gaps • Plan and deliver regular workshops on products, features, and process changes • Build and maintain a knowledge base including playbooks, FAQs, and decision trees • Facilitate interviews for entry-level Customer Support hires with hiring managers • Assess candidates for coachability, communication, and fit • Track and report on ramp time, QA scores, and training completion • Use performance 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 • Track record of building onboarding programs or learning modules that measurably improved representative performance • Comfortable working with performance data such as QA scores, ramp time, and CSAT • Strong facilitation and communication skills • Interview experience, or willingness to learn a structured interview process, is a plus • Ability to work core daily overlap with US EST business hours • No third party or agency submissions

🏖️ Benefits

• Remote-first team setup • Core daily overlap with US EST business hours for team syncs and cross-functional alignment • Equal opportunity employer committed to creating an inclusive environment