Support Shift Lead

Team: Support Operations Region: Global / Rest of the World, EMEA, NALA Reports to: Workforce Manager / Head of Shared Ops

Read This First

Nas.io moves fast.

Our product evolves constantly.

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

This role exists because support without enablement breaks at scale.

If you’re looking for:

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A slow-moving org

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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 moving

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Being the reason a global support team feels confident

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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Creators 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

You Build the System

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Design onboarding that turns new hires into confident agents fast

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Create living playbooks (not dusty docs) that people actually use

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Define how Support handles edge cases, escalations, and high-stakes moments

You Prepare Support Before Things Break

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Translate product changes into support-ready guidance

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Ask “What will creators be confused about?” before tickets spike

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Partner with Product to make sure Support is never the last to know

You Raise the Bar on Support Quality

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Improve clarity, tone, empathy, and expectation-setting

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Reduce escalations by enabling better first responses

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Coach agents through complex, messy, real-world cases

You Close the Loop

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Spot patterns in tickets and surface real insights

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Turn recurring issues into better docs, flows, or product fixes

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Be the voice of Support when decisions are being made

This Role Is For You If

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You’ve built enablement or support systems before

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You enjoy being dropped into complexity and finding clarity

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You care deeply about how customers feel, not just resolution time

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You take ownership and don’t wait for permission

What We’re Looking For

You likely have:

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3–6 years in Support Enablement, Support Ops, CX, or Support leadership

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Experience working closely with Product teams

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Strong written communication — clear, calm, human

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A bias toward action and iteration

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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You deeply understand the product, support flows, and pain points

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You identify the biggest gaps in onboarding and knowledge

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You earn trust from support agents and managers

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 creators decide whether to trust Nas.io.

This role shapes:

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Creator confidence

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Retention

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Internal clarity

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How we scale without breaking trust