Customer Support and Training Specialist

We’re seeking a Customer Enablement and Support Specialist to own customer onboarding, training, and support operations. This hybrid role blends training delivery, customer success collaboration, and technical support, ensuring every user achieves maximum value from our platform. You’ll lead virtual and in-person training sessions during onboarding, manage User Acceptance Testing (UAT) to validate integrations, and be the first point of contact for troubleshooting customer issues.
This role requires someone who takes ownership of both the training and support lifecycle—someone who can teach, troubleshoot, and continuously improve processes. You’ll work closely with Product, Engineering, and Customer Success teams to align on user needs and ensure we consistently deliver operational excellence to our customers.

Key Responsibilities
Training & Onboarding:

• Lead virtual and in-person customer and supplier onboarding sessions to ensure smooth adoption of our platform.
• Develop and maintain user-friendly training content, including guides, manuals, and video tutorials, customized to different personas.
• User Acceptance Testing (UAT):
• Collaborate directly with customers to validate platform configurations and integrations through UAT, ensuring seamless implementations.
• Gather and report feedback to Product and Engineering teams for continuous improvement. Customer Support:
• Act as the first point of contact for customer inquiries, providing frontline technical support via email, chat, and phone.
• Troubleshoot and escalate more complex issues to Product and Engineering, ensuring fast resolutions and alignment across teams.
• Create and maintain internal documentation for future reference and process improvements.
• Continuous Improvement:
• Gather insights from both training sessions and support interactions to drive improvements in our platform, processes, and customer experience.
• Track user engagement metrics to identify knowledge gaps and deliver targeted follow-up training.

What We’re Looking For

• 3-5 years of experience in product training, customer support, or a related role, preferably in a B2B SaaS environment.
• Ownership mindset: You take responsibility for outcomes and don’t wait for instructions.
• Proven ability to train and engage both technical and non-technical users.
• Strong troubleshooting skills and familiarity with ticketing systems (e.g., Zendesk, Intercom, or Freshdesk).
• Experience conducting UAT for customer implementations, with the ability to gather feedback and iterate quickly.
• Thrives in high-growth environments, able to manage competing priorities with independence and agility.

Why Join Us?
At Leverage, ownership is non-negotiable—we’re building a team of problem-solvers and self-starters who act fast and drive results. If you’re passionate about empowering customers, solving real-world problems, and being part of a mission-critical team, this is the role for you.

• Compensation: $75,000 - $95,000 annually with 0.1% - 0.15% equity
• Career Growth: Fast-track your career in a high-impact, hybrid role that covers both enablement and support.
• Work Flexibility: Hybrid work model—in-office collaboration in NYC with remote options and flexible hours.
• Unlimited PTO: Maintain work-life balance with unlimited time off and wellness tools like Teladoc and Talkspace.
• Collaborative Culture: Join a team where high standards, initiative, and creativity are celebrated.

📍 Location: NYC-based with hybrid flexibility.