Enablement Manager at Nas Company

, , Philippines -

Full Time

Start Date

Immediate

Expiry Date

01 Apr, 26

Salary

0.0

Posted On

01 Jan, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Support Enablement, Customer Experience, Communication, Onboarding, Coaching, Decision-Making, Feedback Loops, Product Knowledge, Empathy, Systems Thinking, Problem Solving, Collaboration, Adaptability, Training, Documentation, Quality Assurance

Industry

Software Development

Description

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: A slow-moving organization Perfect documentation handed to you Clear answers before you start This is not that role. If you enjoy: Turning chaos into clarity Building systems while things are still moving 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: Support agents know what to say, why it matters, and how to act Business owners and members feel heard, understood, and supported, even when things break 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 Define the long-term enablement strategy for Support Design scalable onboarding that reduces time-to-confidence for new agents Build and maintain living playbooks that evolve with the product Establish clear frameworks for: Edge cases Escalations 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 Partner with Product and Engineering to operationalize launches for Support Translate product updates into: Clear guidance Expected customer questions Response principles and boundaries 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 Set standards for tone, empathy, and expectation-setting Improve first-contact resolution by strengthening agent judgment, not scripts Coach agents and leads through complex, ambiguous, or emotionally charged cases Reduce escalations by improving decision quality upstream This role raises the decision-making bar, not just response speed. 4. Insight & Feedback Loops Identify patterns across tickets, escalations, and feedback Turn recurring issues into: Better enablement Clearer workflows Product or process recommendations 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 Have built or scaled support enablement systems before Think in systems, not checklists Are comfortable influencing without authority Can balance customer empathy with business reality Push for clarity when ambiguity slows teams down What We’re Looking For You have: 5+ years in Support Enablement, Support Ops, CX, or Support Leadership Proven experience partnering closely with Product teams Strong written and verbal communication, clear, calm, and human Experience scaling enablement in fast-moving or ambiguous environments Bonus points if you’ve: Enabled a global or remote support team Worked in SaaS or creator-focused platforms Built onboarding or QA frameworks from scratch Been the person teams rely on when things get messy How Success Is Measured (This Is the Bar) In the First 30 Days Deep understanding of product, support flows, and risk areas Clear assessment of enablement gaps and priorities Trust established with Support and cross-functional partners In the First 60 Days You ship clearer onboarding or training improvements You introduce or clean up core playbooks and workflows Support agents feel more confident handling complex cases By 90 Days New agents ramp faster and with fewer escalations Product updates are support-ready before they ship First-contact resolution improves 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: Business owners confidence Retention Internal clarity How we scale without breaking trust Final Note This is a senior, high-ownership role. You will: Shape systems Influence decisions Be trusted with ambiguity If that level of ownership excites you, we want to talk.

Responsibilities

The Support Enablement Manager is responsible for defining the enablement strategy for support, designing scalable onboarding, and ensuring support readiness for product changes. This role involves improving agent judgment and decision-making while acting as the voice of support in cross-functional discussions.