Customer Support Learning & Enablement Specialist

Since launching Mercury in 2019, we’ve grown to support over 300,000 startups, businesses, and customers worldwide. As we scale, so does the need to ensure our Customer Support team has the tools, knowledge, and confidence to deliver exceptional support—and continue growing in their craft. We’re looking for a strategic, detail-oriented Enablement Specialist to join our CS Operations team. In this role, you’ll design and scale learning and knowledge initiatives across both business and personal banking*, helping our teams navigate complexity with clarity and confidence. You’ll own end-to-end enablement programs—from identifying needs and designing structured learning experiences to measuring impact and continuously improving how we enable our teams. You’ll partner closely with cross-functional stakeholders to translate new products, processes, and risk requirements into clear, effective training, while ensuring consistency and quality across internal teams and BPO partners. This role is both strategic and hands-on: you’ll shape how we approach enablement at scale while building the systems, content, and programs that bring it to life. You’ll also contribute to evolving our knowledge management practices, ensuring teams have access to accurate, up-to-date information when they need it. The ideal candidate is passionate about enabling others, grounded in instructional design, and brings a systems-driven mindset to delivering learning at scale. You’re equally comfortable building from scratch, improving what exists, and helping teams adapt in moments of change. *Mercury is a fintech company, not an FDIC-insured bank. Banking services provided through Choice Financial Group and Column N.A., Members FDIC. On the job, you will: Own end-to-end enablement programs: Scale existing and scope new LD initiatives by defining timelines, setting milestones, and driving cross-functional coordination to ensure smooth, high-quality rollouts. Define and measure success: Build and operationalize learning metrics (e.g., training effectiveness, time to proficiency, quality impact), and continuously iterate on programs based on data, feedback, and evolving business needs. Design high-impact learning experiences: Apply evidence-based instructional design to create clear, engaging, creative, and compliant learning across formats — including live sessions, virtual trainings, and on-demand resources (videos, micro-learnings, SOPs, facilitator guides, and assessments). Build scalable learning systems: Develop structured programs and resources that support employee growth, improve confidence in role, and strengthen readiness for increased scope and responsibility. Help evolve knowledge management: Contribute to and improve our knowledge systems to ensure teams have easy access to accurate, up-to-date information when they need it. Maintain content quality and relevance: Regularly audit training and documentation, proactively updating materials to reflect product, policy, and process changes. Partner cross-functionally to drive performance: Work closely with CS, Leadership, Quality, WFM, Strategy, and technical teams to identify performance gaps and deliver targeted, data-informed learning interventions. You should have: 3+ years of experience in LD, instructional design, or enablement — ideally in customer support and/or a regulated or high-risk environment End-to-end program ownership: You’ve scoped, planned, executed, and iterated on programs — managing timelines, stakeholders, and outcomes from kickoff through rollout and beyond Data-informed approach to learning: You have experience defining success metrics, building feedback loops, and using data to improve training effectiveness Strong instructional design and facilitation skills: You can design and build effective learning experiences from the ground up using proven frameworks (certifications are a plus). You’re comfortable leading engaging remote trainings and know how t ... (truncated, view full listing at source)