Amsterdam, Netherlands

Customer Support Enablement Manager

About the team

Miro’s Support Excellence team sits within the broader Customer Experience Operations team, and collaborates closely with business partners in Customer Support in an embedded fashion. CX Ops is part of the Revenue Operations function, and supports each of the Customer Experience functions (Customer Support, Customer Success, Renewal Management, and Customer Education) with their key practices and processes, as well as wider initiatives spanning across several organizations.

Each role at Miro is based at one of our physical hubs and we look for talent that want to be part of these local, collaborative communities. Mironeers work in a hybrid model, with 3 days a week in office culture as our baseline.

About the role

Miro is looking for an experienced Customer Support Enablement professional to join our growing Customer Support Excellence team. You will be responsible for owning the training, onboarding and agent development programs and making sure the knowledge is structured and retained within the Support team. You will partner with Support team leadership and the SMEs (Subject Matter Experts) to achieve business objectives by building a culture of continuous learning and development.

What you’ll do

  • Review the existing enablement content and manage the co-creation and organization of new learning materials for the Support team
  • Identify knowledge gaps for CSR and TSE agents and facilitate the learning process. Set mechanisms for knowledge transfer and checking 
  • Develop experience sharing programs outside of formal training, in coordination with internal and external stakeholders to ensure continuous learning
  • Provide enablement about the Support team workflows and processes towards other departments, and deliver Support-specific training to key customers and stakeholders
  • Serve as primary liaison with the bigger Global Revenue Enablement team to ensure alignment and best practices sharing

What you’ll need

  • 3-5 years work experience in building and maintaining training and enablement processes within the sphere of customer service (preferably in SaaS)
  • Background in translating team and business requirements into the learning solutions, influencing the roadmaps to bring value to individual and team performance
  • Proven record of a successful onboarding program integration, including a system of continuous knowledge and experience evaluation
  • Strong content organization skills and the ability to build a learning story based on training materials available
  • Experience with information management tools (Confluence, Guru, WorkRamp)
  • Ability to facilitate agent development and growth through identifying knowledge and process gaps
  • A passion for learning and supporting employee development.
  • Ability to work independently and drive projects from start to finish in a fast paced environment

What's in it for you

  • Competitive Equity package
  • Medical Insurance coverage
  • Travel allowance for your commute
  • Lunch, snacks and drinks provided
  • Allowance to facilitate remote working during WFH period
  • Weekly team activities (even virtually) to keep the spirits high
  • Opportunity to work for a truly global team
  • Inspiring workplace in the heart of Amsterdam

#LI-JM2

About Miro

Miro is an online collaborative whiteboard platform that enables distributed teams to work effectively together, from running brainstorming sessions and workshops to planning projects, from designing new products and services to facilitating agile ceremonies. Miro is trusted by Dell, Cisco, Deloitte, Okta, Shopify, and many more global companies of all sizes.

We are a team of dreamers. We look for individuals who dream big, work hard, and above all stay humble. Collaboration is at the heart of what we do and through our work together we hope to create a supportive, welcoming, and innovative environment. We strive to play as a team to win the world and create a better version of ourselves every day. If this sounds like something that excites you, we want to hear from you! 



At Miro, we strive to create and foster an environment of belonging and collaboration across cultural differences.
Miro’s mission — Empower teams to create the next big thing — is how we think about our product, people, and culture. We believe that creating big things requires diverse and inclusive teams. Diversity invites all talent with different demography, identities and styles to step in, and inclusion invites them to step closer together. Every day, we are working to build a more diverse Miro, cultivate a sense of belonging for future and current Mironeers around the world, and foster an environment where everyone can collaborate and embrace differences.

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