📣 Role Summary

We’re looking for a Customer Experience Enablement Manager to lead training, onboarding, team development, and documentation that equip our Support, Success, and Onboarding teams to deliver exceptional customer experiences—consistently and at scale. As our first CX enablement hire, you’ll build and own new-hire onboarding, ongoing learning paths, internal playbooks, and coaching frameworks. You’ll partner with Product, Sales, Marketing, and Ops to keep the team prepared and confident through launches and changes—ultimately elevating customer satisfaction, retention, and the quality of every interaction.

⚡ What You'll Do

• Design and lead structured onboarding programs that ramp new CX hires (Support, Success, Onboarding) with confidence and speed.

• Build and maintain internal enablement resources—playbooks, macros, templated responses, product guides, and process documentation.

• Drive ongoing training and development initiatives to help the team upskill across communication, tools, product knowledge, and customer engagement.

• Partner with CX leads to implement lightweight QA and coaching programs, delivering feedback that improves consistency and performance.

• Collaborate cross-functionally (Product, Sales, Marketing, Ops) to ensure the CX team is prepared for launches, updates, and process changes.

• Analyze team and customer metrics (CSAT, NPS, ticket trends, health scores) to surface enablement gaps and prioritize initiatives.

• Own the CX enablement roadmap—identifying needs, setting priorities, and driving execution end-to-end.

• Champion a culture of continuous improvement by equipping the team with the systems, knowledge, and clarity to succeed.

🎯 What We’re Looking For

• 5+ years of experience in Customer Success, Support, or CX Enablement roles, ideally in a fast-paced SaaS or startup environment

• Proven ability to design and deliver onboarding and training programs that ramp ICs across Support, Success, and Onboarding functions

• Excellent written and verbal communication skills, with experience creating enablement materials like playbooks, macros, and internal documentation

• Familiarity with tools like Front, Hubspot, Dialpad, Asana, customer success platforms, and the ability to use metrics (CSAT, NPS, ticket trends, health scores) to guide enablement strategy

• Hands-on experience building QA and coaching programs, including call/ticket reviews and structured feedback loops

• Strong project management and prioritization skills, with the ability to drive multiple enablement initiatives independently

• Comfort working cross-functionally with Product, Sales, Marketing, and Ops to align CX readiness with company priorities

• A bias for action—you’re proactive, resourceful, and energized by ambiguity, with a strong sense of ownership over team outcomes

🤗 Who You Are

• Builder-operator who turns ambiguity into clear plans and ships meaningful outcomes.

• Clear communicator who translates complex product changes into simple, actionable guidance.

• Coach & facilitator comfortable leading live trainings, giving feedback, and upleveling peers.

• Systems thinker who spots patterns and codifies scalable processes, playbooks, and workflows.

• Data-informed—you use CSAT, NPS, QA reviews, and ticket trends to prioritize enablement work.

• Customer-obsessed, with empathy for SMB/home-service pros and their day-to-day realities.

• Cross-functional, low-ego partner who builds trust with Product, Sales, Marketing, and Ops.

• Owner with a bias for action—you move fast, iterate, and raise the quality bar.

• Detail-oriented writer who produces crisp, dependable documentation.

• Inclusive enabler who adapts to different learning styles and empowers every voice.

📅 Hiring Process

• Recruiter Screen

• CX Team Lead Screen

• People Ops Screen

• Hiring Manager Screen

• Onsite

• Co-Founder Screen

🙌 What We Offer

• $120k-$140k + bonus + equity

• Full Medical, Dental, and Vision Health Coverage

• Computer and workspace enhancements

• Monthly stipend for mental and physical health

• 401(k) plan (non-matching)

• Unlimited vacation, 9 company holidays, including election day, and 1 personal volunteer day a year

• Opportunity to take on significant responsibility and ownership in scaling a product that can change the lives of home service pros

🤝 Our Values

• No Bullsh*t: We create meaningful results for our customers and drive growth for our team—ensuring progress and impact are felt every day. Our focus, both internally and externally, is on delivering genuine value rather than superficial solutions or benefit without purpose.

• Think Big, Learn Fast: We move quickly, acting on data to uncover insights and solutions. We embrace risks, knowing every experiment fuels growth—even when it doesn’t go as planned.

• One Team, One Dream: We tackle challenges together with creativity, and an open mind—always seeking solutions and embracing fresh ideas to win as a team.

• Empower Every Voice: We welcome diverse perspectives and bold ideas, creating space for authenticity and respect—because great ideas come from everywhere.

• Be an Owner: We take responsibility for outcomes, act in the company’s best interest, and treat every dollar as our own. We move with urgency, think long-term, and take pride in driving impact.

• Boom!: We take time to celebrate each other’s achievements, big and small—at work and in life—because shared success fuels lasting momentum. And we end all team meetings in a “Boom!”

About Topline Pro

We’re building AI powered Shopify for service businesses. We help service pros (e.g., roofers, landscapers, painters, cleaners) acquire direct business, fast. Up and running within minutes using Gen AI, our digital storefront products help pros get discovered, trusted, and booked repeatedly.

Topline Pro is co-founded by Nick Ornitz (CEO) and Shannon Kay (CPO) with an excellent team of 80+ rockstars with plans to expand more in 2025. We serve thousands of local service businesses and were named as one of the 2023 and 2024 top 50 Tech Companies building for SMBs.

We're YC-backed and well funded with several years of runway, and we’ve experienced rapid growth in the past year. We're in a phenomenal position to scale—with the financial foundation, product-market fit, and momentum to go big. You’ll be joining at an inflection point—where the groundwork is laid and the path to massive impact is clear.

We believe “great candidates” do not come about through simply a checkmark next to past experiences. We believe in hiring people not just skills. Even if you do not check every box but find excitement at the prospect of working with us in this capacity, please apply.