Director, Support Enablement
SamsaraPosted June 5, 2025
Location not specified
$124k - $200k
Full Time
Job Description
The role involves leading and scaling global support enablement functions, including training, quality assurance, and talent development, to ensure high-quality customer support across various teams and regions. It requires strategic leadership to design and deliver learning programs, improve support quality, and foster a high-performing, customer-obsessed support organization.
Responsibilities
- •Lead and scale global Support Enablement functions including Training Delivery, Enablement Programs, and Quality.
- •Develop and execute strategies for onboarding, continuous learning, and training programs for support teams.
- •Oversee and improve quality assurance processes, including CSAT, QA audits, coaching frameworks, and QMS tools.
- •Collaborate cross-functionally to drive talent development initiatives such as career paths, skill development, and leadership growth.
- •Build and manage a high-performing, globally distributed team of trainers, program managers, instructional designers, and QA professionals.
Requirements
- •Minimum of 10 years of experience in Learning Development.
- •At least 5 years of experience managing and developing teams.
- •Proven success in building and leading global support enablement programs.
- •Strong organizational leadership abilities, including clear communication, influencing skills, and fostering collaboration.
- •Experience designing, delivering, and evaluating technical training, especially for remote teams.
- •Proactive approach with a strategic mindset and commitment to high standards.
- •Excellent communication skills, including writing, presentation design, and stakeholder management.
- •Certified Professional in Learning and Performance (CPLP) credential from the Association for Talent Development (ATD).
- •Project Management Professional (PMP) certification from the Project Management Institute (PMI).
- •Demonstrated experience with instructional design methodologies and learning technologies.
- •Experience with B2B hardware and SaaS products.
- •Bilingual proficiency in spoken and written English and Spanish.
- •Ability to travel to Mexico City 10% of the time.
Benefits
- •Competitive total compensation package
- •Employee-led remote and flexible working
- •Health benefits
- •Samsara for Good charity fund
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