Support Enablement Lead

The Lead, Support Enablement plays a proactive role in technical engagement for high-priority managed accounts. As a customer advocate and a key link between Technical Support and managed accounts, the SEL provides visibility into complex issues, coordinates cross-functional efforts, manages risk, and helps drive effective outcomes and customer satisfaction. The SEL does not take over technical support cases or perform technical investigations; instead, the role facilitates collaboration, monitors case progression, and keeps actions and communications aligned with customer priorities.

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  Strategic Case Management and Oversight: Coordinate case progression across internal stakeholders; monitor open cases for SLA risks, customer dissatisfaction, stalled progress, and recurring trends; guide Support Supervisors, Agents, and Engineers to align investigations with customer priorities; maintain visibility of owners, action plans, blockers, and next steps.

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  Proactive Issue Mitigation: Identify recurring patterns and systemic issues across managed accounts; partner with Support and technical teams to explore root causes and recommend longer-term improvements; conduct account health checks and track emerging risks.

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  Escalation Management and Customer Advocacy: Coordinate critical escalations and develop clear, fact-based narratives; serve as liaison during sensitive or executive escalations; provide structured customer updates and set realistic expectations; relay customer pain points to internal teams.

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  Cross-Functional Collaboration: Partner with Support Supervisors, TAC, Product, Engineering, CSMs, TAMs, and other stakeholders; facilitate internal coordination, including Slack communication for managed domains, and clarify ownership and follow-through.

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  Account Enablement, Documentation, and Reporting: Lead account discovery to understand customer context, technology usage, integrations, and key contacts; maintain documentation in Salesforce, Monday.com, CSI, and Looker as applicable; define engagement intensity (Red, Orange, Yellow, Green); track escalation resolution efficiency, proactive case reduction, and SLA compliance; prepare timely account and case reports.

• At least 4 years of experience in Technical Support, Customer Enablement, Escalation Management, Customer Success, Technical Account Management, Service Delivery, or a related customer-facing role.

• Experience managing escalations and coordinating case lifecycles in a SaaS, cloud communications, contact center technology, or comparable enterprise technology environment.

• Strong organization and ability to manage multiple accounts, complex issues, and competing priorities.

• Excellent written and verbal communication, including senior-stakeholder engagement and explaining technical issues to varied audiences.

• Demonstrated cross-functional coordination, clear action planning, and follow-through.

• Strong analytical, critical-thinking, and problem-solving skills, including identifying technical trends and support gaps.

• High attention to detail, sound judgment, ownership, and experience with case management, CRM, collaboration, and reporting tools.

• Preferred: Familiarity with Five9 components (voice, digital channels, APIs, CRM connectors); working knowledge of Salesforce, Monday.com, Slack, Looker, and Jira; knowledge of SLAs, incident management, prioritization, and support metrics; enterprise customer experience; ITIL Foundation or relevant certifications.

• Managed accounts have clear visibility into case status, risks, owners, and next steps.

• Complex and escalated cases maintain momentum through consistent coordination and follow-up.

• Potential SLA risks, recurring issues, and customer concerns are identified and raised proactively.

• Customers and internal stakeholders receive timely, accurate, structured communications.

• Account discovery and documentation enable informed, personalized engagement.

• Reporting provides useful insight into account health, escalation outcomes, and improvement opportunities.

Work Location: This role is fully remote for candidates who reside outside a driving distance of 20-kilometers of our office.  Candidates who reside within 20-kilometers driving distance of our office would be required to work in-office 2 days a week.