Enablement Manager

Support Enablement Manager

Location: Remote / Global Team: Customer Experience / Support Reports to: Head of Support Ops / HOO

About Nas.io

Nas.io helps business owners and entrepreneurs build real online businesses through thriving businesses. We build the tools and support systems that help people connect, grow, and make money sustainably.

We move fast.

Our product evolves constantly.

Business owners rely on us when real money, real launches, and real communities are on the line.

As we scale, we’re looking for someone who can operate in motion, helping us strengthen support enablement, improve systems, and use automation and AI to make support better at scale.

This role exists because support without enablement breaks as you grow.

If you’re looking for:

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A slow-moving organization

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Perfect documentation handed to you

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Clear answers before you start

This is not that role.

If you enjoy:

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Turning chaos into clarity

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Building systems while things are still moving

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Being the reason a global support team feels confident and prepared

Keep reading.

The Role (What This Actually Is)

As Support Enablement Manager, you own how Support learns, adapts, and performs.

You are not a note-taker.

You are not a deck-maker.

You are a force multiplier.

Your job is to make sure:

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Support agents know what to say, why it matters, and how to act

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Business owners and members feel heard, understood, and supported, even when things break

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Product changes don’t blindside the Support team

You sit at the intersection of Support, Product, and Operations and you’re expected to lead from there.

What You’ll Actually Be Responsible For

1. Enablement Strategy & Systems

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Define the long-term enablement strategy for Support

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Design scalable onboarding that reduces time-to-confidence for new agents

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Build and maintain living playbooks that evolve with the product

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Establish clear frameworks for:

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Edge cases

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Escalations

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High-risk / high-impact scenarios

You are not writing documentation for documentation’s sake. You are designing how knowledge moves through the organization.

2. Support Readiness for Product Change

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Partner with Product and Engineering to operationalize launches for Support

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Translate product updates into:

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Clear guidance

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Expected customer questions

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Response principles and boundaries

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Ensure Support is never surprised by changes that affect customers

Your goal: Product ships → Support is ready → Customers feel clarity, not confusion.

3. Quality, Judgment, and Decision-Making

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Set standards for tone, empathy, and expectation-setting

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Improve first-contact resolution by strengthening agent judgment, not scripts

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Coach agents and leads through complex, ambiguous, or emotionally charged cases

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Reduce escalations by improving decision quality upstream

This role raises the decision-making bar, not just response speed.

4. Insight & Feedback Loops

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Identify patterns across tickets, escalations, and feedback

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Turn recurring issues into:

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Better enablement

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Clearer workflows

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Product or process recommendations

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Represent Support insights in cross-functional discussions

You act as the voice of Support when tradeoffs are being made.

This Role Is For You If

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Have built or scaled support enablement systems before

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Think in systems, not checklists

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Are comfortable influencing without authority

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Can balance customer empathy with business reality

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Push for clarity when ambiguity slows teams down

What We’re Looking For

You have:

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5+ years in Support Enablement, Support Ops, CX, or Support Leadership

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Proven experience partnering closely with Product teams

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Strong written and verbal communication, clear, calm, and human

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Experience scaling enablement in fast-moving or ambiguous environments

Bonus points if you’ve:

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Enabled a global or remote support team

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Worked in SaaS or creator-focused platforms

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Built onboarding or QA frameworks from scratch

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Been the person teams rely on when things get messy

How Success Is Measured (This Is the Bar)

In the First 30 Days

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Deep understanding of product, support flows, and risk areas

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Clear assessment of enablement gaps and priorities

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Trust established with Support and cross-functional partners

In the First 60 Days

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You ship clearer onboarding or training improvements

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You introduce or clean up core playbooks and workflows

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Support agents feel more confident handling complex cases

By 90 Days

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New agents ramp faster and with fewer escalations

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Product updates are support-ready before they ship

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First-contact resolution improves

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Support leaders say: “We’d feel the impact immediately if this person left.”

Why This Role Matters

Support is where business owners decide whether to trust Nas.io.

This role shapes:

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Business owners confidence

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Retention

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Internal clarity

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How we scale without breaking trust

Final Note

This is a senior, high-ownership role.

You will:

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Shape systems

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Influence decisions

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Be trusted with ambiguity

If that level of ownership excites you, we want to talk.