Customer Enablement & Support Manager (CSMCS Ops Hybrid)
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Job Location:
Auckland - New Zealand
Monthly Salary:
Not Disclosed
Posted on:
16 hours ago
Vacancies:
1 Vacancy
Job Summary
About the Role:
Were looking for an early-career Customer Success professional to help us scale how we support and enable our users.
This role sits at the intersection of:
- Customer training & onboarding
- Customer support (Intercom)
- Customer Success systems & automation
Youll play a key role in ensuring every Mooven useracross all customerscan successfully adopt and use our platform while helping us build & maintain the systems that allow us to scale.
Key Responsibilities
1. Own Customer Training & Onboarding (Scaled)
- Deliver live online training sessions for new and existing users
- Maintain and improve onboarding content (webinars guides resources)
- Ensure consistent high-quality onboarding across all customers
- Identify common user challenges and feed insights back into product and CS
2. Own Customer Support (Intercom)
- Manage inbound support via Intercom
- Resolve first-line queries and triage more complex issues
- Handle second-level support queries with guidance from the CS/product team
- Identify recurring issues and proactively improve support content and workflows
3. Support Customer Management
- Assist with check-ins usage reviews and renewal preparation for customers
- Track customer activity and flag risks or opportunities
- Help ensure key customers are consistently engaged and supported
4. Own & Improve CS Systems
- Help manage and improve systems across:
- HubSpot (CRM)
- Intercom (support & engagement)
- Amplitude (product analytics)
- Build and maintain workflows automations and integrations
- Improve how we track:
- Customer health
- Product usage
- Engagement
- Partner with CS Leadership and Product teams to scale processes
About You: Skills Knowledge and Expertise
Were less focused on years of experience and more on how you think and operate.
You might be a great fit if you:
- Have 13 years experience in Customer Success Support or a similar role
- Are confident running online training sessions or presentations
- Have experience in the configuration & ongoing management of software tools
- Comfort/Experience analysing usage metrics and identifying required actions
- Enjoy helping users understand and get value from software
- Are systems-mindedyou like improving processes not just following them
- Are curious about how tools connect (CRM support analytics)
- Are proactive and comfortable taking ownership of problems
What Success Looks Like
- Increased User Retention and Engagement
- Increased adoption of Mooven across customers
- Faster implementation and onboarding of new customers
- Increased customer confidence and proficiency in using Moovens platform.
- Tangible improvements in the systems & processes CS uses
- Enhanced feedback loops to inform product development and align Mooven with market needs.
- Strengthened industry presence and recognition for Mooven as a leader in disruption management
Required Experience:
Manager
About Company
Mooven is a construction tech platform that delivers infrastructure faster, on-budget with fewer complaints. Find out how rich situational awareness drives productivity for Public Transportation Agencies, Contractors, Capital and Maintenance programs.
