Internal Communications Specialist

Who we are.

At Bluehost, we believe all small businesses deserve the opportunity to succeed online. Our mission is to give small businesses the confidence to think big. We're the all-in-one platform for small businesses to grow online with powerful simplicity, premium performance, smart tools and human support.

Internally, the role is referred as Channel Enablement Specialist. As a Channel Enablement Specialist, you will partner with the operations leadership team, your fellow Channel Enablement peers, and other key stakeholders to arm all support channels with assets and knowledge to drive productivity and great customer experience.  We are looking for a highly energetic individual with sales and customer service skills and experience and marketing know-how to support our various frontline teams.  
 
In this role you will be responsible for developing, executing and supporting enablement solutions for Newfold offers, tools, services, and programs to drive conversion and attainment of key KPI’s. Additionally, this role will partner with our Product and Marketing Teams and other stakeholders throughout the organization to drive enablement on product and program updates to further support customer service functions across the organization.    

What you’ll do & how you’ll make an impact.

• Create effective messaging, positioning and tools (including scripts) for programs and products sold by customer service channels. 

• Work cross-functionally with sales and support leadership, product marketing and brand management to achieve top KPI’s. 

• Collect feedback and iterate quickly on delivered enablement assets and collateral.  

• Drive initiatives to increase sales and cross-sell/upgrade assets to arm customer service channels with the knowledge and tools to deliver desired results relative to team goals and KPI’s.  

• Develop and distribute internal communications, job aids, and creative assets to frontline employees on priority updates on processes or products and build Newfold culture. 

• Simultaneously support various projects, tests and other early state initiatives for multiple stakeholders.  

• Partner on enabling front line teams on product knowledge and the ability to capitalize within the customer service conversation. 

• Responsible for delivering frontline feedback and process on tools, material, and other programs. 

• Own delivering the voice of sales and support to Product and Marketing Leadership and support program or features needs that promote conversion and KPI attainment. 

• SME to other colleagues and leadership to offer guidance on sales and support processes   

Who you are & what you’ll need to succeed.  

• 3 or more years of sales or support experience in a high volume contact center environment. 

• Experience creating specific sales and support enablement materials such as job aids, scripts, objection handling material, battlecards, etc. highly preferred.  

• Bachelor’s degree preferred.   

• Project Management experience highly preferred.  

• Strong knowledge of MS tools such as Word, Excel and PowerPoint.  

• Strong knowledge of design & AI tools such as Canva, Piktochart, Claude, Gemini etc. 

• Creative thinker, excellent listening skills and strong communicator- both written and verbal. 

• Excellent people and management skills; ability to inform and influence colleagues (particularly those in senior level roles), cross-functional teams, and third parties.  

• Ability to work closely with cross-functional teams.   

• Extensive experience with designing, creating, and launching enablement programs and projects from the ground up.  

• Attention to detail and an eye for quality, along with the ability to grasp and translate technical capabilities into benefits is crucial. 

Skills/Attributes:    

• Ability to execute and drive results:  This role requires an individual who can manage multiple stakeholders and multiple projects with ease – you can organize, prioritize and deliver.  You also have the desire to create order and process and deliver even when given high-level objectives and guidance.  Excellent organizational and time management skills are also a must.  Detail orientation, analytical skills and ability to interpret data a plus.  There is a huge opportunity to drive impact and improve productivity across the sales teams and support channels.    

• Inquisitive: Ability to assess how a project/program is progressing and what needs to be accomplished to move it forward. Ask questions, look at data, listen to calls, understand frontline rep perspective and have empathy etc.  Be able to have perspective on is this program working?  How do we know?  What do we need to change in order to make it more effective?  Ability to see the bigger picture of why what we do matters and how to drive impact.    

• Communicative: The role requires a true people person, someone who enjoys interacting with a wide variety of stakeholders from reps to senior operations management, vendors, partners, customers and other internal teams.  You also look to understand the customer and rep perspective to better serve your team.   

• Desire to Lead and be a Leader:   You will act as a trusted advisor to operations leadership, peer-leader to frontline reps, product marketing and product managers.  You know how to inspire and lead those you do not directly manage.  As a leader, you will set the example, become the trusted advisor to senior operations and marketing leadership.  You understand the result of your efforts will enable our customer service channels to meet their strategic revenue objectives.   

Why you’ll love us.  

• Work-life balance. Our work is thrilling and meaningful, but we know balance is key to living well.  

• We celebrate one another’s differences.  We’re proud of our culture of diversity and inclusion. We foster a culture of belonging. Our company and customers benefit when employees bring their authentic selves to work. We have programs that bring us together on important issues and provide learning and development opportunities for all employees.  We have 20 + affinity groups where you can network and connect with Newfolders globally.  

• We care about you. We are a family, and we care about you and your family’s physical and mental health by providing competitive HMO benefits – 200k MBL with two free dependents upon regularization! We also give out Punctuality Bonus, Generous Vacation policy, and much more!  

• Where can we take you? Where can we take you? We’re fans of helping our employees learn different aspects of the business, be challenged with new tasks, be mentored, and grow their careers. Unfold new possibilities with Bluehost #OTOD!  

#Bluehost #LI-DB1

This Job Description includes the essential job functions required to perform the job described above, as well as additional duties and responsibilities. This Job Description is not an exhaustive list of all functions that the employee performing this job may be required to perform. The Company reserves the right to revise the Job Description at any time, and to require the employee to perform functions in addition to those listed above.