Customer Operations & Enablement Specialist

Introduction

Are you searching for an opportunity to play a key role in driving the dramatic growth of a highly successful software company?

At Poppulo, we’re working on what’s next in communications and workplace technology. As a pioneer in this industry, we understand that meaningfully reaching every employee is hard. And so is managing office space in a hybrid world. And so is improving the customer and guest experience. We exist to make each of these things easier. We exist to bring harmony to our customers.

And we do that at enterprise scale. Our omnichannel employee communications, customer communications, and workplace experience platform is trusted by over 6,000 organizations today, reaching more than 35M employees and delivering content to 500,000+ digital signs.

e know there’s no such thing as a “perfect" candidate - we’re all a work in progress and are growing new skills and capabilities all the time. We encourage you to apply for a position with Poppulo even if you don’t meet 100% of the requirements. We believe in fostering an environment where there is a diversity of perspectives, in hopes that we can all thrive.

Job Summary

We’re looking for a proactive and highly organized Customer Operations & Enablement Specialist to support the operational backbone of our growing Customer team. In this role, you'll drive efficiency and consistency by enabling customer facing teams, optimizing processes, maintaining internal resources, and coordinating with subject matter experts to ensure our global customer team—across Support, Services, and Customer Success—has the tools and knowledge to succeed.

This role is ideal for someone who thrives by enabling others through structure, clarity, and smart tooling.

Key Responsibilities

Customer Team Enablement

• Design and deliver training programs for new and existing team members across Customer Support, Services, and Customer Success.
• Coordinate with SMEs to source and organize accurate enablement content.
• Enablement may include product knowledge (in collaboration with SMEs), internal processes, soft skills and the effective use of tools and systems.
• Track enablement needs across customer functions and flag gaps in knowledge, tools, processes, or documentation.
• Act as a central point of contact between customer leadership and frontline teams to ensure everyone has access to the latest resources.

Internal Process Optimization

• Collaborate with leaders to ensure process docs are aligned with real-world practices and updated regularly.
• Analyze workflows and make suggestions to improve efficiency and effectiveness.
• Create and maintain clear, consistent documentation of workflows and standard operating procedures (SOPs).

Tools & Systems Support

• Administer and support core CX tools (e.g., knowledge base, LMS, ticketing systems, documentation platforms).
• Collaborate with IT/Ops to implement or optimize systems that improve workflows.
• Support the launch and communication of new processes, tools, and training initiatives.

Role Requirements

• 5+ years’ experience in customer operations, support enablement or similar toles within SaaS or customer-facing teams.
• Strong organizational, documentation and presentation skills
• Comfortable working across global teams and time zones
• Collaborative mindset and a love for enabling others to do their best work
• Well-organized and able to manage multiple projects and deadlines at once.
• Experience with tools like Salesforce, MS 365 and online learning platforms

Note: Flexible to work UK Shifts.

Who We Are

We are a values-driven organization that encourages our employees to bring their authentic selves to work every day and empowers everyone to make a tangible impact on our products, clients, and culture. We offer a dynamic environment with driven, fun, and flexible individuals who thrive on challenge and responsibility. This is an opportunity to contribute to our culture and join a company that’s on the move.

We live the Poppulo values each day, as they are key to everything we do.

• Bring Your Best Self

We show up authentically, are self-aware and always strive to be better.

• See it. Own it. Solve it.

We proactively innovate and solve for our customers and each other. We set an example with high standards for our work. We foster a culture of learning, acknowledging our successes and our failures.

• Together We’re Better

We value and celebrate our diversity. We learn from others, respecting their expertise, and focus on building trust. That's what makes us a team.

Named a Great Place to Work in 2015, 2016, 2017, 2018, 2019, 2020, and 2021, we are a fast-growing global technology company, with offices in Ireland, the US, and the UK.

Poppulo is an equal opportunity employer.

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