Customer Enablement Manager

Support Enablement

• Identify gaps in Support processes and ways of working, using data and feedback to drive meaningful improvements. Work closely with Support Leadership to design, implement and embed changes that deliver a consistent, high-quality approach across all branches.

• Improve the accuracy and quality of Support data, dashboards, and reporting, working with stakeholders across domains to ensure the right insights are available to the right people.

• Take ownership of key Support systems and tooling, continuously improving how they are used and proactively exploring how automation and AI can reduce manual work and free up colleagues for higher-value activities.

• Create and maintain enablement resources and key service documentation for Support, including SLAs and service descriptions, ensuring they remain accurate, aligned, and accessible to colleagues.

Product Communication and Enablement

• Serve as the go-to person within the Enablement team for product changes and releases, keeping customer domain colleagues informed and well-equipped ahead of new features, new capabilities, and end-of-life changes.

• Work closely with stakeholders such as Product & Technology (P&T) to ensure teams are confident when changes are introduced, and maintain product-related enablement resources to keep them accurate and accessible across the customer domain.

Enablement Team Contribution

• Play an active role within the Customer Enablement team, with a focus on Support, whilst contributing to broader initiatives such as improving the customer journey, process optimization, and application improvement.

We're looking for someone who can drive momentum in a fast-moving environment, someone who takes initiative and works collaboratively across teams. You'll likely be a great fit if you have:

• 3+ years in or around B2B SaaS customer support, with a track record of implementing solutions that scale efficiently and effectively.

• A proactive mindset and a strong sense of initiative and ownership, you don’t just identify what could be better, you take responsibility for driving it forward and seeing it through to impact, with a genuine passion for continuous improvement.

• Customer-centric by nature, with a curiosity about user needs and a desire to make a meaningful impact to the customer journey.

• Strong project management skills, with experience coordinating with stakeholders across multiple business functions.

• Excellent communication skills, with the ability to translate complex information into relevant, practical guidance for various audiences.

• A natural collaborator, able to thrive working with international and cross-functional teams.

• A structured, process-oriented approach to work - able to bring clarity and order to how processes and documentation are managed and maintained in a changing organisation.

• Comfortable acting in environments where not everything is clearly defined, you create structure where you can, and favour progress over perfection.

• Fluent English speaker

Commitment to Diversity

TOPdesk is committed to creating a diverse and inclusive workplace. We welcome applications from candidates of all backgrounds and experiences.