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Senior Customer Enablement Specialist

Department: Customer Support & Enablement

Reports to: Manager of Support & Enablement

About the Role

You operate at the intersection of clarity, systems, and service. As a Senior Customer Enablement Specialist, your value comes from seeing what others overlook, turning recurring friction into seamless experiences. You lead through insight, not control. While others fix, you prevent.

You sharpen strategy through execution. Your work bridges the gap between support and scalability, helping anticipate customer needs, reduce volume, and create solutions that last.

This is a role for someone who doesn't chase visibility but earns influence by making the work better, the systems cleaner, and the customer experience stronger.

What You'll Do

+ Proactively identify friction in support workflows and implement enablement solutions to reduce volume

+ Engineer self-service pathways (e.g. knowledge articles, videos, guided flows) that empower customers and frontline teams

+ Lead mid-scale initiatives to improve documentation, tooling, and support operations

+ Partner cross-functionally with Product, CS, and Engineering to surface root issues and shape internal readiness

+ Mentor Support and Enablement Specialists, sharing best practices and deepening technical troubleshooting skills

+ Act as a technical and process resource for escalated support issues and internal optimization opportunities

What You Bring

+ 4+ years in technical support, enablement, customer success, or SaaS operations

+ Strong systems thinking—you can follow a thread to its source and create scalable fixes

+ Clear and confident communicator across levels and departments

+ Proven experience building high-leverage support assets (documentation, automation, training tools)

+ Comfortable operating with ambiguity and aligning cross-functional teams around shared goals

+ Bonus: Experience with customer service platforms (e.g. Zendesk), CMS tools, or support automation

Why Property Meld

We're on a mission to radically improve maintenance for the property management industry. We move fast, act with humility, and stay loyal to our customers above all else. In this role, your work doesn't just fix problems, it prevents them. And that's power.