Enablement Manager – CXG (Customer Experience & Growth)

RemoFirst is transforming the way businesses hire and manage global teams. Our mission is to enable Freedom of Work by providing an all-in-one global HR platform that simplifies hiring, compliance, payroll, and benefits management. We partner with some of the world’s most innovative companies, including Fortune 500 businesses and leading startups.We are a small but strong team of 200+ people (and growing) hyper-focused on delivering a world-class platform and unparalleled service with our industry-leading partnerships. To help accelerate our growth and pace of delivery, we are looking for an Enablement Manager.About the RoleThe Enablement Manager is responsible for equipping the Customer Experience & Growth organization with the knowledge, tools, and capabilities needed to operate at scale and deliver consistent, high-quality outcomes.This role supports teams across Support, Hiring, Offboarding, Customer Success (CSM), Vendor Management, and Program Management, with a strong focus on:- Product enablement- New processes and systems adoption- AI-enabled support solutions- Ongoing role-specific upskillingThis is not a traditional “training” role. We are looking for someone who understands how change actually lands, and who can translate product and operational complexity into clear, actionable guidance that teams adopt and use.What you'll be doing (non-exhaustive):CXG Enablement Strategy design and managementDesign and execute enablement programs aligned with CXG priorities and business goalsPartner with CXG leadership to identify capability gaps and enablement needs across teamsEnsure enablement supports both day-to-day execution and strategic change initiativesAct as the connective tissue between strategy, product changes, and frontline executionSupport CXG initiatives that require coordinated rollout and behavior changeProduct, Systems and Process EnablementEnable teams on new or updated:Processes and workflowsProduct features and enhancementsPolicies, compliance requirements, and guardrailsSystem changes and tooling updatesAI-powered support and automation solutionsEnsure clarity around ownership, escalation paths, and expected behaviorsTranslate changes into:What teams need to knowWhat they need to do differentlyHow success will be measuredSupport smooth rollouts with minimal disruption to operations, ensuring clarity around ownership, escalation paths, and expected behaviorsContent, Knowledge & Playbooks creation and maintenanceCreate, maintain, and improve:CXG playbooks and SOPsTraining materials and role-based guidesKnowledge base and internal documentationPartner with SMEs to convert tribal knowledge into scalable assetsEnsure content is clear, current, and easy to findPartner with CXG Management, to identify growth opportunities and improve the customer journey.Adoption, Reinforcement & Measurement of EnablementDrive enablement beyond initial rollout through:Reinforcement plansOffice hours and refreshersMicro learningsTrack enablement effectiveness using metrics such as:Adoption and usageTime-to-proficiencyError reduction and escalation trendsContinuously iterate based on feedback and outcomesMetrics & AccountabilityBe accountable for CXG teams adoption of new tools, processes, and AI solutionsFaster ramp for new hires and smoother transitions during changeFewer escalations driven by knowledge or process gapsClear, consistent execution across Support, Hiring, Offboarding, CSM, and Vendor teamsTeams feel informed, supported, and empowered to operate with agencyQualifications:RequiredExperience in enablement, operations, CX, or a related roleStrong ability to simplify complex product and process changes in fast-paced, scaling environmentsExcellent written and verbal communication skillsStrong organizational skills and attention to detailProven ability to collaborate effectively in a remote-first, globally distributed environmentProactive by nature: you anticipate challenges, take the initiative, and consistently seek improvements.Nice to Have2+ years of experience in Account Management, Customer Success or Customer Support roles, ideally within an HR Tech SaaS environment. Experience as HR Business Partner or in HR operations is also highly relevantFamiliarity with LMS tools, knowledge bases, QA, or enablement platformsExperience enabling AI-driven workflows or automation solutionsExposure to global or distributed teams.What We’re Looking For (Mindset)High agency: you proactively identify gaps and take ownershipOutcome-focused: you care about adoption, not just deliverySystems thinker: you understand how product, process, and people connectChange-oriented: you enjoy helping teams evolve and growWhy Join RemoFirst?Startup Environment: Be part of a scaling startup where your voice matters and your impact is tangible. You take part in shaping the future of RemoFirst.Growth Opportunities: Join a fast-growing team with the opportunity to shape the future of our support operations.Work for a Market Leader: S