The Role
The Customer Enablement & Support Manager will deliver customer training, manage support via Intercom, support customer management, and enhance customer success systems for improved engagement and operational efficiency.
Summary Generated by Built In
About the Role:
We’re looking for an early-career Customer Success professional to help us scale how we support and enable our users.
This role sits at the intersection of:
- Customer training & onboarding
- Customer support (Intercom)
- Customer Success systems & automation
You’ll play a key role in ensuring every Mooven user—across all customers—can successfully adopt and use our platform, while helping us build & maintain the systems that allow us to scale.
Key Responsibilities
1. Own Customer Training & Onboarding (Scaled)
- Deliver live online training sessions for new and existing users
- Maintain and improve onboarding content (webinars, guides, resources)
- Ensure consistent, high-quality onboarding across all customers
- Identify common user challenges and feed insights back into product and CS
- Manage inbound support via Intercom
- Resolve first-line queries and triage more complex issues
- Handle “second-level” support queries with guidance from the CS/product team
- Identify recurring issues and proactively improve support content and workflows
3. Support Customer Management
- Assist with check-ins, usage reviews, and renewal preparation for customers
- Track customer activity and flag risks or opportunities
- Help ensure key customers are consistently engaged and supported
4. Own & Improve CS Systems
- Help manage and improve systems across:
- HubSpot (CRM)
- Intercom (support & engagement)
- Amplitude (product analytics)
- Build and maintain workflows, automations, and integrations
- Improve how we track:
- Customer health
- Product usage
- Engagement
- Partner with CS Leadership and Product teams to scale processes
About You: Skills, Knowledge and Expertise
We’re less focused on years of experience, and more on how you think and operate.
You might be a great fit if you:- Have 1–3 years experience in Customer Success, or a similar role
- Are confident running online training sessions or presentations
- Have experience in the configuration & ongoing management of software tools
- Comfort/Experience analysing usage metrics and identifying required actions
- Enjoy helping users understand and get value from software
- Are systems-minded—you like improving processes, not just following them
- Are curious about how tools connect (CRM, support, analytics)
- Are proactive and comfortable taking ownership of problems
What Success Looks Like
- Increased User Retention and Engagement
- Increased adoption of Mooven across customers
- Faster implementation and onboarding of new customers
- Increased customer confidence and proficiency in using Mooven’s platform.
- Tangible improvements in the systems & processes CS uses
- Enhanced feedback loops to inform product development and align Mooven with market needs.
- Strengthened industry presence and recognition for Mooven as a leader in disruption management
About
Mooven is a construction technology platform, providing operational teams with the context required to accelerate delivery, work smarter and reduce complaints. Founded in 2017 by New Zealanders, Micah Gabriels and Paul McDonnell, we’re on a mission to revolutionise how infrastructure is delivered and create space for cities to thrive. We’re intentionally building a strong culture that's aligned to our ambitious goals, has a deep link to the underlying ‘why’ that drives our personal and collective motivations, and allows us to scale effectively. We also believe Diversity builds depth. Diversity within and across teams will only make us better and more interesting. We will hire and seek input from people with different perspectives. We appreciate that each person is unique and will support you to be the best version of you. We want to be the kind of company that everyone who joins will look back on as one of the best they’ve ever worked for.
Skills Required
- 1 - 3 years experience in Customer Success, Support, or a similar role
- Experience running online training sessions or presentations
- Experience in configuration and ongoing management of software tools
- Experience analysing usage metrics and identifying required actions
- Proactive and comfortable taking ownership of problems
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The Company
What We Do
Mooven is a construction technology platform providing operational teams with the context required to accelerate delivery, work smarter, and reduce complaints by managing disruption and understanding traffic conditions with real-time visibility.
