Customer Enablement and Support

Summary/objective The primary responsibility of the Customer Enablement and Support role is to be proactive, detail-obsessed and thrive at the intersection of support, fulfillment, and customer adoption. This role is to bridge the gap, making onboarding and support feel seamless. This role will own the critical moments that get our non-technical customers up and running from order fulfillment through activation and early product use. This person will be the first to act on fulfillment orders, the fastest to pick up the phone when something isn’t working. This role is for a former auto service advisor, support tech, or implementation associate who can think both like a customer and like a systems-minded operator. The ideal person in this role will be mindful that our customers are trying to run shops — not learn software. This person’s job is to be their calm, clear, competent guide through the noise. You’ll help scale our delivery and improve the customer journey — one launch at a time. Essential Functions Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

• Sit at the intersection of support, implementation, and adoption, being prepared for a high-friction, low-attention customer in a technical product space
• Review new customer orders, initiate setup steps, and manage onboarding workflow from Salesforce
• Guide multiple different customers through setup, login, product training, and adoption milestones high attention to detail and follow-through
• Use Salesforce and Freshdesk to accurately track customer touchpoints and progress; handle email and phone inquiries
• Call customers before they escalate, clarify next steps, and follow up consistently. Proactively call customers when needed; i.e., speaking with customer and not just using email
• Investigate basic product issues and submit escalations to Support or Product teams as needed
• Relay information between internal team parties and customer, driving for solutions and closure
• Monitor adoption health (logins, usage data, success milestones) and work with Sales, Product, and Ops to relay customer feedback and share trends
• Thoroughly document what’s working (and what’s not) to improve the onboarding and support process
• Engage and respond to internal team questions about process, product, issues, plans, etc. in the same manner and urgency of external customer communications.
• Other Duties Please note this job description is not designed to cover all possible activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Minimum Qualifications

• High School Diploma
• 2–5 years of experience in customer-facing roles (support, success, service advising, implementation, tech support, etc.)
• Exceptional documentation skills

Preferred Qualifications

• Bachelor’s Degree in a related field/ College degree a plus
• Familiarity with or interest in the automotive industry or SaaS tools for non-technical users
• Ability to explain complex systems in a simple way to impatient, non-technical customers
• Stellar phone and written communication skills — friendly, clear, professional
• You’re organized and methodical.
• You’ve used tools like Salesforce and Freshdesk (or similar) and can ramp quickly
• Automotive industry experience — especially in service, shop operations, or reconditioning
• SaaS onboarding or technical support
• Strong problem solving abilities
• Ability to multi-task efficiently in a fast paced environment
• Detail-oriented

Supervisory responsibilities This position has no supervisory responsibilities. Work environment This job operates in a professional office environment or remote. Physical demands Physical requirements include; visual acuity, speech, and hearing; hand and eye coordination and manual operation of a computer keyboard and basic office equipment. Subject to sitting, standing, reaching, walking, twisting, and kneeling to perform the essential functions. Working conditions are primarily inside an office environment. Travel required No travel is expected for this position. Work authorization/security clearance requirements N/A Affirmative Action/EEO statement The Company provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetics, or any other status protected under applicable federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. The company will also consider qualified applicants with criminal history in a manner compliant with federal, state, and local laws.