This role serves our dedicated Support teams across Auckland, Sri Lanka, India, and the United States. You will design and deliver live and asynchronous training for these teams, including new hire onboarding, ongoing training, customer service and soft skills, tool training, and product release updates. You will monitor ticket and performance skills and trends, then address through enablement on an ongoing basis.
Why Work for Us?
- Hybrid Working Environment - 3 days work from home per week
- Option to work 30 days every six months fully remote from anywhere in the world
- Celebrate your birthday with a paid day off
- A Global Wellness Day celebrated companywide, providing you a dedicated holiday to focus on your own wellbeing.
- Fully paid health insurance
- Regular Social Activities with office drinks and food on us
- Recruitment referral bonus
- Smart Casual dress code
- Modern office in Grafton complete with pool table, table tennis, PS5, Coffee machines etc
What you'll do:
Own the end-to-end execution of the support enablement curriculum and learning journey, including all on-demand material and live session components
Run onboarding for every new support hire: product knowledge, troubleshooting, case handling, communication, and tool proficiency
Build and execute tailored training for tools, skills, important process and product updates, and product knowledge on an ongoing basis
Develop and deliver engaging, interactive training sessions, courses, workshops, and webinars grounded in adult learning principles
Monitor learner progress, evaluate assignments, score assessments, and give feedback to individuals and team leads
Create, update, and maintain high-quality enablement materials: presentations, guides, videos, courses, assessments, practice exercises and scenarios, and job aids
Serve as a consulting subject matter expert on the challenges and opportunities facing the support organization
Facilitate regular check-ins with managers to track progress against ramp and proficiency
Use ticket trends, call/ticket shadowing, QA findings, and escalation patterns to find skill and knowledge gaps and build targeted training to close them
Define success markers and ideal learning journeys for different support roles and experience levels
Keep clear records of enablement activities, learner progress, and engagement in the LMS
Report and connect training to outcomes such as handle time, CSAT, escalation rates, ticket resolution, and ramp time
Delivery:
Development:
Support Team Success:
Documentation and Reporting:
What you'll bring:
2+ years of experience in dedicated team enablement or support analyst role
1+ years SaaS industry experience with a demonstrated ability to translate product capabilities into effective training
Demonstrable knowledge of B2B Customer Support team roles
1-2 years curriculum/training design experience; you have built or contributed to programs with structure and a clear learning objective
Data fluency: you pull your own reports from support and ticketing tools and connect training activity to outcomes
Familiarity with ticketing tools (Cin7 uses Zendesk) to analyze patterns and shadow
Foundation in adult learning principles and designing to clear objectives
Experience with an LMS or learning content platform (Cin7 Academy runs on Docebo)
Strong public speaking and presentation skills, with the ability to engage and motivate a distributed, multicultural audience
Clear, concise communication: you know your audience, from a brand new hire to a tenured Support Manager
Ability to simplify complex technical concepts so they are easy to understand and apply
High accountability and proactivity - you do not wait to be asked
Education and Experience:
Technical Skills:
Soft Skills:
Additional requirements:
This role supports audiences in Auckland, New Zealand, Colombo, Sri Lanka, Ahmedabad, India, and Denver, Colorado (USA). Working hours will fall between 11am-7pm or 12pm-8pm (including lunch hour) NZ time.
Intermittent availability outside these hours for cross-functional meetings.
Skills Required
- 2+ years of experience in dedicated team enablement or a support analyst role
- 1+ year of SaaS industry experience translating product capabilities into effective training
- Demonstrable knowledge of B2B customer support team roles
- 1–2 years of curriculum or training design experience
- Ability to pull reports from support and ticketing tools and connect training activity to outcomes
- Familiarity with ticketing tools, particularly Zendesk
- Foundation in adult learning principles and designing to clear objectives
- Experience with an LMS or learning content platform, such as Docebo
- Strong public speaking and presentation skills for distributed, multicultural audiences
- Clear, concise communication and ability to simplify complex technical concepts
- High accountability and proactive work style
- Availability to support teams during specified New Zealand hours and intermittently outside those hours for cross-functional meetings
What the Team is Saying
Cin7 Compensation & Benefits Highlights
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Healthcare Strength — Healthcare options are described as comprehensive for U.S. employees, with multiple medical plans, dental choices, and vision coverage effectively free in some cases. Feedback suggests mental-health resources, life insurance, and disability coverage are also integrated via partners like TriNet.
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Leave & Time Off Breadth — Policies include flexible or unlimited PTO, paid sick days, wellness days, paid holidays, volunteer time, and a birthday day off. Feedback suggests the breadth is attractive on paper across U.S. and remote-eligible roles.
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Parental & Family Support — Up to 12 weeks of paid parental leave for primary caregivers is highlighted, alongside a return-to-work support program. Family medical leave options are also referenced as part of the package.
Cin7 Insights
What We Do
Cin7 connects your channels, inventory and accounting together. It dramatically reduces the cost of selling products across multiple channels, and opens up exciting new opportunities for product sellers. We're built on innovation, trust & collaboration, and a passion to see our customers thrive.
Why Work With Us
Cin7 is collaborative to the core. We’ve built a culture of open communication, continuous learning, and social activity to foster individual career development in a fun, team-centered environment. We love to promote from within: growing together, we can provide the best technology for product companies to sell to more customers in more places.
Gallery
Cin7 Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
Workplace policies vary by region, but we do allow flexibility in each location.
