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Enablement Leader

Hi there!

We're looking for an Enablement Leader to help grow our Customer Support Enablement team and play a critical role in shaping the learning experience for our Employees, Expert Partners ultimately leading to education for our customers. 

We know applying for and taking on a new job at any company requires a leap of faith. We want you to feel comfortable and excited to apply at Zapier. To help share a bit more about life at Zapier, here are a few resources in addition to the job description that can give you an inside look at what life is like at Zapier. We hope you'll take the leap of faith and apply.

Zapier is proud to be an equal opportunity workplace dedicated to pursuing and hiring a diverse workforce.

We encourage you to apply if you meet these criteria:

You're motivated by ensuring our customers’ partners’ and support team's success every day. You are passionate about balancing efficiency with a fabulous customer and employee experience.  We want our customers’ experience to be free of friction while they are using our product, rather than building a large training and support team to help customers through friction. But you also recognize that human interaction and different learning modalities can sometimes be the touch that's needed to help a customer when a product isn't quite meeting their needs or expectations.

You have proven success in leading Enablement teams through fast growth and know how to manage Trainers, Documentation teams and Quality leads, and are prepared to expand the scope of the team as our sphere of positive influence grows.    You’re familiar with both internal and external product based learning and development methodologies. We’re looking for preferably 7-10+ years experience and a drive to keep getting better at it.

 

About You

You understand Customer Support and Enablement is a competitive advantage. The experiences we give to employees and customers/partners through education opportunities and support will define their experience with the product as a whole. You're committed to ensuring your team sets a high bar for those experiences.

You are a skilled and empathic manager. You've managed and interacted with many types of support teams and managers alike. The current support team at Zapier includes roughly 80 people who have a high degree of technical aptitude, specializing in automation and APIs.  

You've scaled learning and development before. You've been involved in designing and implementing leading edge customer facing enablement programs, including internal teams and external partners.  What you build will have a positive impact on customer champion engagement and ramp time, ultimately contributing to customer retention and growth

You are a skilled mentor and coach. You realize the best way to grow a team is by helping them to grow themselves. You're able to effectively share your experience and provide a clear framework for growth.

You are customer, product, and business focused. You are able to relate to our team members allowing them to provide and translate technical approaches into business outcomes in a simple and clear manner. 

You're a skilled written communicator. Zapier is a 100% remote team and writing is our primary means of communication. You'll use written summaries and reports to communicate vision, strategy, plans, findings, and results to the CS and full Zapier team.

You are data driven. You know how to pick the right metrics, measure our progress against them, and evaluate key Enablement processes to change and help us reach outcomes that improve our employee, partner and customers' experience. 

You're a champion for doing things efficiently. At Zapier, the output of your team will have a disproportionate impact on the business. We believe in systems and processes that let us scale our impact to be larger than ourselves.

 

Things You Might Be Involved in:

Zapier is a fast-growing and remote-first company, so you'll likely get experience on many different projects across the organization. That said, here are some things you'll probably be tackling:

  • Manages the team that develop content and maintain assets for instructor-led, virtual instructor-led, and on-line training formats to support Customer Support and Zapier employee on-boarding as well as continuous education
  • Continue the design, development and collaborative implementation of a product based learning and development program that includes training, documentation and quality.
  • Partner with Product, Marketing, Support, Community and other organizations to ensure smooth launch and ongoing education for product releases, marketing campaigns, partner enablement and community engagement
  • Lead our Quality team that partners with CS to drive quality and consistency. Together you will deep dive into quality assessments and transactional surveys to understand opportunities for development, and highlight success stories to leverage that excellence
  • Craft additional onboarding curriculum material and upskill programs to onboard new Customer Champions and partner Experts as well as develop methods for continuous learning
  • Track and escalate trending new hire or quality performance issues. Partner with CS orgs to deliver coaching feedback and development plans. This includes developing a Quality Assurance program/system that captures the most impactful data from individual Customer interactions
  • Partner with our Content Management team to create a strategy for our internal knowledge base infrastructure and content, including but not limited to: standard response templates, articles for internal and external audiences, policy and procedure guidelines
  • Produce recommendations regularly and provide an agreed cadence of readouts on progress of content development with demonstrated reductions in volume of outstanding work
  • Develop a team of Instructional Designers, Content Writers, Trainers, and Coaches as volume requires to support infrastructure and ongoing deliverables
  • Work proactively and efficiently, identifying issues and researching solutions to offer a recommendation. This includes proposing tool changes or new system implementations (particularly with LMS & our internal CRM tools)

 

Required Skills / Qualifications:

  • 7-10+ years of education experience with 2-3 years of leadership experience in high growth environments is preferred.
  • Exceptional technical skills. Understanding of web apps and familiarity with the mechanics of APIs.
  • Outstanding leadership and motivational skills, proven ability to develop individuals and foster teamwork, including among globally distributed teams.
  • Strong customer advocate that is passionate about delivering customers’ successful business outcomes.
  • Exceptional analytical skills, including the ability to figure out how things should work, and identify patterns and trends to continuously improve Enablement processes. 
  • Excellent interpersonal, organizational and project management skills.
  • Proven experience in providing written summaries and reports to communicate vision, strategy, plans, findings, and results to the support and full Zapier team.
  • Comfortable with experimentation: this is a startup so everything can change.

 

About Zapier Support

Zapier Support is in the throes of significant growth and we’re meeting the challenge head on with enthusiasm.  It is a highly technical Customer Support team that in spite of their intelligence remain humble, kind and thoughtful to our customers and one another.  We recently converted from one large team of Customer Champions handling all of the requests to segmenting our requests. We want to continue those efforts without over specializing and we need a strong leader to shepherd the Enablement team and process through important change management efforts.  

We are just getting started with our Enablement team.  We have a great start to the organization structure, onboarding training curriculum and documentation.  We’re also in the early phases of creating our Quality program. We’re growing our team fast and we need to develop methods to support high growth and continuing education.  The training docs and resources we develop will be used internally and in many cases externally. We need to partner with our Marketing and Support Experience Product Management team to ensure we’re doing it right across all audiences.

 

About Zapier

Zapier exists to democratize automation by making it incredibly easy and universal  For the past six years, Zapier has been helping people across the world automate the boring and tedious parts of their job. We do that by helping everyone connect the web applications they already use and love.

We believe that there are jobs a computer is best at doing and that there are jobs a human is best at doing. We want to empower businesses to create processes and systems that let computers do what they are best at doing and let humans do what they are best at doing.

We believe that with the right tools, you can have big impact with less hassle.

We believe in small teams. Small teams are fast and nimble. Small teams mean less bureaucracy and less management and more getting things done.

We believe in a safe, welcoming, and inclusive environment. All teammates at Zapier agree to a code of conduct.

 

The Whole Package

Location: Remote Global)

If you want to work remote, that's great. If you want to work near others, that's cool too. Our team of 180+ is distributed because it lets us work with the best people. You don't have to be located in the USA either. Some team members live in the United Kingdom, Thailand, India, Nigeria, Taiwan, Guatemala, New Zealand, Australia, and more! You just need the skills and drive to succeed.

Compensation:

  • Competitive salary (we don't use remote as an excuse to pay less)
  • Great healthcare + dental + vision coverage*
  • Retirement plan with 4% company match*
  • Profit sharing
  • 2 annual company retreats to awesome places
  • 14 weeks paid leave for new parents of biological or adopted children
  • Pick your own equipment. We'll set you up with whatever Apple laptop + monitor combo you want plus any software you need.
  • Unlimited vacation policy. Plus we require you to take at least 2 weeks off each year. We see most employees take 4-5 weeks off per year. This isn't a vague policy where unlimited vacation means no vacation.
  • Travel of 5% - 10% for company retreats which rotate to various cities throughout North America
  • Work with awesome companies around the world. We partner with great software companies all over the world and you'll constantly get to interact with people from these great companies

*While we take care of our international folks as best we can, currently, health care and retirement plans are only available to US-based employees.

 

How To Apply

We have a non-standard application process. To jump-start the process we ask a few questions we normally would ask at the start of an interview. This helps speed up the process and lets us get to know you a bit better right out of the gate.

After you apply, you are going to hear back from us, even if we don't seem like a good fit. In fact, throughout the process, we strive to make sure you never go more than seven days without hearing from us.

Optional: Share anonymously some demographic information about yourself to help us better track trends related to the backgrounds of candidates interested in working at Zapier in order for us to build a team that represents the users at Zapier and the broader world population.

Zapier is an equal opportunity employer. We're excited to work with talented and empathetic people no matter their race, color, gender, sexual orientation, religion, national origin, physical or mental disability, or age. Our code of conduct provides a beacon for the kind of company we strive to be, and we celebrate our differences because those differences are what allow us to make a product that serves a global user base.

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