[Hiring] Product Support & Enablement Lead @CultureSuite

Role Description

Lead a team of Product Support & Enablement Specialists across Europe and US hours:

• Plan the week, set priorities, coach and grow them.
• Own the helpdesk: triage, SLA response times and updates, ticket ownership and escalations, ensuring clear communication and follow-up even when second-line specialists or R&D are involved.
• Lead and actively participate in our 24/7 critical incident response, overseeing alerts, escalations and handovers, with occasional out-of-hours involvement.
• Build and deliver a structured client training programme, from onboarding and refreshers to webinars, recordings and practical exercises.
• Proactively identify where clients struggle or underuse the platform, and turn those insights into better guidance, training and self-service resources.
• Work closely with our Community Lead to turn client questions, experiences and best practices into useful guides, videos, community content and learning opportunities.
• Work closely with Customer Success on broader client concerns and opportunities to improve adoption, and with R&D on recurring issues and product feedback.
• Continuously improve how we deliver support and enablement, including our processes, tooling and knowledge sharing, making both more effective and scalable.
• Encourage the team to use AI tooling to improve support, training and knowledge sharing, making our work more efficient and scalable.

Qualifications

• Experience leading a support, enablement or training team (two or more people) in a SaaS company.
• Calm, warm and direct communication, especially with clients who are having a bad day.
• You design training and documentation, not just deliver it.
• Comfort with helpdesk tools, SLAs and support metrics.
• Curiosity about how things work: you enjoy digging into systems and learning them in depth, and you’ll do a lot of that with our platform.

Requirements

• 4+ years in customer support, enablement or training, including at least 2 years leading a team of two or more people.
• A track record of building a training programme, knowledge base or help centre, not only maintaining one.
• Hands-on experience with a helpdesk platform (Freshdesk, Zendesk, HubSpot Service or similar) and working to SLAs and support metrics such as first response time, resolution time and customer satisfaction.
• Experience handling critical incidents or escalations, and willingness to join an incident rota with occasional out-of-hours involvement.
• Native or fully fluent English, written and spoken.
• Based in the UK, with the right to work in the UK.
• Able to adapt work across time zones occasionally, with daily overlap with colleagues globally.
• Able to travel occasionally to client sites and team meetups (mainly UK and Netherlands).

Benefits

• A small (but fast-growing), collaborative team where your work is visible and your voice is heard.
• The chance to help shape how cultural organisations connect with their audiences digitally.
• Remote working, with opportunities to travel to client sites and team meetups.
• A laptop at your disposal (which can be used privately as well).
• Participation in the pension programme.
• Flexibly schedule all public holidays as days off at other times.

Interview Process

• Informal Chat: A relaxed 20–30 minute video call with someone from the team. No trick questions, no pressure.
• Interview: A more in-depth session with leadership (~60 minutes total).
• Final Conversation: A 30 minute session with your immediate team.

To Apply

Please send (in English) a CV, a cover letter about why you think you might be a great fit at CultureSuite via the portal in the job ad.