Team: Support Operations Region: Global / Rest of the World, EMEA, NALA Reports to: Workforce Manager / Head of Shared Ops
Read This First
Nas.io moves fast.
Our product evolves constantly.
Creators rely on us when real money, real launches, and real communities are on the line.
This role exists because support without enablement breaks at scale.
If you’re looking for:
This is not that role.
If you enjoy:
Turning chaos into clarity
Building systems while things are moving
Being the reason a global support team feels confident
Keep reading.
The Role (What This Actually Is)
As Support Enablement Manager, you own how Support learns, adapts, and performs.
You are not a note-taker.
You are not a deck-maker.
You are a force multiplier.
Your job is to make sure:
Support agents know what to say, why it matters, and how to act
Creators feel heard, understood, and supported — even when things break
Product changes don’t blindside the Support team
You sit at the intersection of Support, Product, and Operations — and you’re expected to lead from there.
What You’ll Actually Be Responsible For
You Build the System
Design onboarding that turns new hires into confident agents fast
Create living playbooks (not dusty docs) that people actually use
Define how Support handles edge cases, escalations, and high-stakes moments
You Prepare Support Before Things Break
Translate product changes into support-ready guidance
Ask “What will creators be confused about?” before tickets spike
Partner with Product to make sure Support is never the last to know
You Raise the Bar on Support Quality
Improve clarity, tone, empathy, and expectation-setting
Reduce escalations by enabling better first responses
Coach agents through complex, messy, real-world cases
You Close the Loop
Spot patterns in tickets and surface real insights
Turn recurring issues into better docs, flows, or product fixes
Be the voice of Support when decisions are being made
This Role Is For You If
You’ve built enablement or support systems before
You enjoy being dropped into complexity and finding clarity
You care deeply about how customers feel, not just resolution time
You take ownership and don’t wait for permission
What We’re Looking For
You likely have:
3–6 years in Support Enablement, Support Ops, CX, or Support leadership
Experience working closely with Product teams
Strong written communication — clear, calm, human
A bias toward action and iteration
Bonus points if you’ve:
Enabled a global or remote support team
Worked in SaaS or creator-focused platforms
Built onboarding or QA frameworks from scratch
Been the person teams rely on when things get messy
How Success Is Measured (This Is the Bar)
In the First 30 Days
You deeply understand the product, support flows, and pain points
You identify the biggest gaps in onboarding and knowledge
You earn trust from support agents and managers
In the First 60 Days
You ship clearer onboarding or training improvements
You introduce or clean up core playbooks and workflows
Support agents feel more confident handling complex cases
By 90 Days
New agents ramp faster and with fewer escalations
Product updates are support-ready before they ship
First-contact resolution improves
Support leaders say: “We’d feel the impact immediately if this person left.”
Why This Role Matters
Support is where creators decide whether to trust Nas.io.
This role shapes:
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