Job 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.
