About This Role
This role, internally known as Channel Enablement Specialist, partners with operations leadership and other stakeholders to equip support channels with the necessary assets and knowledge to enhance productivity and customer experience. It suits an energetic individual with sales, customer service, and marketing expertise to support various frontline teams.
Responsibilities
- Create effective messaging, positioning, and tools (including scripts) for programs and products sold by customer service channels
- Work cross-functionally with sales and support leadership, product marketing, and brand management to achieve top KPIs
- Collect feedback and iterate quickly on delivered enablement assets and collateral
- Drive initiatives to increase sales and cross-sell/upgrade assets to arm customer service channels with the knowledge and tools to deliver desired results relative to team goals and KPIs
- Develop and distribute internal communications, job aids, and creative assets to frontline employees on priority updates on processes or products and build Newfold culture
- Simultaneously support various projects, tests, and other early state initiatives for multiple stakeholders
- Partner on enabling front line teams on product knowledge and the ability to capitalize within the customer service conversation
- Responsible for delivering frontline feedback and process on tools, material, and other programs
- Own delivering the voice of sales and support to Product and Marketing Leadership and support program or features needs that promote conversion and KPI attainment
- Act as a Subject Matter Expert to other colleagues and leadership to offer guidance on sales and support processes
Requirements
- 3 or more years of sales or support experience in a high volume contact center environment
- Strong knowledge of MS tools such as Word, Excel, and PowerPoint
- Strong knowledge of design & AI tools such as Canva, Piktochart, Claude, Gemini
- Creative thinker, excellent listening skills, and strong communicator - both written and verbal
- Excellent people and management skills; ability to inform and influence colleagues (particularly those in senior level roles), cross-functional teams, and third parties
- Ability to work closely with cross-functional teams
- Extensive experience with designing, creating, and launching enablement programs and projects from the ground up
- Attention to detail and an eye for quality, along with the ability to grasp and translate technical capabilities into benefits
- Ability to execute and drive results: manage multiple stakeholders and multiple projects with ease, organize, prioritize, and deliver
- Desire to create order and process and deliver even when given high-level objectives and guidance
