Customer Support Enablement Specialist

Your Role 

As a Customer Support Enablement Specialist, you will work at the intersection of Customer Success and Support Operations. Your mission will be twofold: 

Empower our users by providing exceptional support and ensuring they achieve success with our platform. 

Empower our team by improving how we work — through better training, quality processes, documentation, and cross-team collaboration. 

In the early stages, this role will include more hands-on Customer Support responsibilities to fully understand user needs and team workflows, gradually evolving toward enablement, optimization, and coaching as the team grows. 

Key Responsibilities 

Customer Success & Support 

• Act as the first point of contact for users via chat, email, and phone, ensuring timely, effective, and empathetic resolution of their inquiries. 

• Guide new users through onboarding, helping them understand key features and best practices to achieve success. 

• Proactively identify opportunities to help users gain more value from the platform and anticipate potential challenges. 

• Collaborate with internal teams (Product, Marketing, Brand, etc.) to share insights. 

• Contribute to process improvements that make our support experience more efficient and user-friendly. 

Training & Enablement 

• Design and deliver onboarding and upskilling sessions for Customer Support agents. 

• Create and maintain clear, engaging training materials (presentations, guides, tutorials). 

• Identify skill or process gaps through performance observations and quality data, and address them via targeted training initiatives. 

• Foster a continuous learning culture within the team by sharing best practices and success stories. 

Knowledge & Documentation 

• Develop and maintain internal documentation to ensure consistent, high-quality support delivery. 

• Collaborate with the Knowledge Base team to ensure public and internal articles are accurate, accessible, and aligned with customer needs. 

• Identify documentation gaps and proactively create or update content to improve self-service efficiency. 

Quality & Continuous Improvement 

• Monitor and analyze customer interactions to ensure they meet quality and tone standards. 

• Provide constructive feedback and coaching to support agents. 

• Gather and interpret insights from user feedback, support metrics, and team observations to recommend process or product improvements. 

• Contribute to defining quality frameworks and evaluation criteria for support excellence. 

What We’re Looking For 

• Proven experience (5+ years) in Customer Success, Customer Support, or similar roles. 

• Experience contributing to training, quality assurance, or knowledge management initiatives within a support or customer-facing environment. 

• Excellent communication skills in English and Spanish (written and verbal). Portuguese would be a strong plus 

• A customer-centric mindset with a strong sense of ownership, empathy, and accountability. 

• Ability to analyze trends and propose data-driven improvements. 

• Comfortable balancing operational support work with strategic enablement projects. 

• Experience in SaaS, B2B platforms, or international trade is a strong plus. 

A few of our benefits:

Whether it’s the joy of working with people at the top of their game or the Merkle social calendar, people love working here – and we hope you will too.

• Attractive and competitive salary

• Flexible hybrid home office work conditions.

• Spanish/English lessons

• Free life and health insurance

• Career development through Dentsu University and LinkedIn Learning

• Day off on your birthday

• Annual wellness days

• Merkle Care Employee Assistance Program

• Merkle Benefits Club

• 2 volunteering days per annum

• Flexible salary remuneration scheme

Inclusion and Diversity

Our diverse and inclusive culture enables our employees to bring their whole selves to work and be proud of doing so. For us, this is the foundation for great innovation which, in turn, generates better outcomes for our people, partners, and communities. This is why we encourage applications from people with disabilities, and of all ages, nationalities, backgrounds, and cultures.

About dentsu

Taking a people-centered approach to business transformation, we use insights to connect brand, content, commerce and experience, underpinned by modern creativity. As part of Dentsu Group Inc. we are headquartered in Tokyo, Japan and our 65,000 employee-base of dedicated professionals work across four regions (Japan, Americas, EMEA and APAC). Dentsu combines Japanese innovation with a diverse, global perspective to drive client growth and to shape society.

Diversity, equity, and inclusion sits at the heart of our Social Impact strategy – our fully integrated sustainability strategy which includes our ambition to build a fair and more equal society, where everyone is equipped to thrive.

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