Customer Enablement Specialist

About the role

The functions as the central hub for customer knowledge and adoption. In this capacity, you act as a support pillar, a technical educator, and a systems builder dedicated to ensuring that construction professionals derive maximum value from the platform. The role is fundamentally about bridging the gap between a powerful software product and the users who rely on it daily in the field. You are responsible for translating complex technological capabilities into clear, actionable workflows that resonate with estimators and landscape professionals. Success in this position requires a blend of empathy, technical aptitude, and instructional design. You must proactively analyze support patterns to identify systemic issues and convert reactive ticket resolutions into preventative, self-service resources. This involves a constant feedback loop with the product and engineering teams, ensuring that real-world usage insights directly inform product development. Ultimately, your effectiveness is measured by increased customer confidence, a reduction in repetitive support inquiries, and the acceleration of user adoption across the construction ecosystem. You will build and maintain the institutional knowledge that scales the company's support capabilities.

What you'll do

Your primary mission is to create and curate the educational and operational backbone of the customer experience. This involves producing short-form video explanations via Loom, detailed step-by-step guides, and structured articles that populate a comprehensive Knowledge Center and Learning Management System (LMS). The goal of this content is to answer customer questions before they arise, effectively building a proactive support infrastructure. A critical component of your work is process optimization; you will audit existing customer workflows to identify manual, repetitive, or time-consuming steps. Once identified, you will design and document solutions that leverage automations, standardized templates, and AI assistance to remove these bottlenecks. Furthermore, you serve as the vital communication link between the customer base and the internal product teams. This involves logging detailed customer feedback, tracking the status of reported issues, and verifying that fixes are implemented correctly to close the feedback loop. You are also responsible for maintaining transparent communication regarding product evolution by writing accurate changelogs and feature announcements. To ensure this content remains relevant, you must develop a deep, practical expertise in the platform architecture. This means understanding not just the "how" but the "why" behind features, specifically how they deliver value to professionals conducting estimates and managing landscapes. You will utilize platform usage data to identify trends, pinpoint features that require additional enablement materials, and prioritize topics for new training content. Finally, you will represent the customer voice in internal strategic discussions, providing data-driven insights that influence product direction and prioritization.

Requirements

To excel in this role, you must bring a proven track record of at least two years in a customer-facing capacity. Backgrounds in Customer Support, Enablement, or Customer Success are strongly preferred, as these roles provide the necessary foundation for understanding user needs and managing relationships. Exceptional written and verbal communication skills are non-negotiable; you must be able to deconstruct complex technical subjects and explain them in plain, accessible language that avoids unnecessary jargon. Proficiency with modern customer communication and productivity tools is essential. You must be highly skilled in using Intercom or similar live-chat platforms, documentation or LMS systems for housing knowledge, and Loom or comparable screen recording software for creating tutorial content. The role demands a high degree of adaptability and ownership. You will thrive in a fast-paced startup environment where processes are ambiguous, and standard operating procedures are still being written and refined. A Bachelor's degree is required, along with the legal right to work in the United States without the need for sponsorship. Demonstrated reliability is a core requirement, evidenced by a professional work history spanning two or more years. During the interview process, you will be evaluated on your ability to articulate complex processes in a structured and logical manner. A demonstrated willingness to relocate to San Francisco is mandatory for this position.