Mercury - Customer Support Learning & Enablement Specialist
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Requirements
• 3+ years of experience in L&D, 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 • End-to-end program ownership: • Data-informed approach to learning: You have experience defining success metrics, building feedback loops, and using data to improve training effectiveness • Data-informed approach to learning: • 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 to keep participants involved and learning • Strong instructional design and facilitation skills: • Clear communication, systems thinking, and ownership: You translate complex ideas into simple, actionable content, partner effectively across teams to drive alignment, and think beyond one-off solutions—taking responsibility for outcomes and continuously improving how learning scales • Clear communication, systems thinking, and ownership: • Enablement Techstack Experience: Familiarity with LMS and instructional design tools such as WorkRamp, Articulate, etc. Guru and notion experience is a plus. • The total rewards package at Mercury includes base salary, equity (stock options/RSUs), and benefits. • Our salary and equity ranges are highly competitive within the SaaS and fintech industry and are updated regularly using the most reliable compensation survey data for our industry. New hire offers are made based on a candidate’s experience, expertise, geographic location, and internal pay equity relative to peers. • Our target new hire base salary ranges for this role are the following: • US employees in New York City, Los Angeles, Seattle, or the San Francisco Bay Area: $106,200 - $132,800 • US employees outside of New York City, Los Angeles, Seattle, or the San Francisco Bay Area: $95,600 - $119,500 • Canadian employees (any location): CAD $100,400 - $125,500
Responsibilities
• Own end-to-end enablement programs: Scale existing and scope new L&D initiatives by defining timelines, setting milestones, and driving cross-functional coordination to ensure smooth, high-quality rollouts. • Own end-to-end enablement programs: • 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. • Define and measure success: • 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). • Design high-impact learning experiences: • 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. • Build scalable learning systems: • 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. • Help evolve knowledge management: • Maintain content quality and relevance: Regularly audit training and documentation, proactively updating materials to reflect product, policy, and process changes. • Maintain content quality and relevance: • 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. • Partner cross-functionally to drive performance:
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