CX Enablement Specialist

Who we are Employment Hero is on a mission to make employment easier and more valuable for everyone. Since our inception in 2014, we've scaled to a $2 billion valuation and gained a presence in 6 countries globally - Australia, New Zealand, Singapore, Malaysia, the UK and Canada. We now service over 300,000 businesses and more than 3 million employees. The EH Way At Employment Hero, we're proud of our unique DNA, which we call The EH Way. We are mission first. Everything we do (from what we work on, to how we allocate capital and where we focus) is driven by our mission. We are remote first. We champion a remote environment with a preference for asynchronous communication and a high degree of autonomy. We are AI First. We are committed to using AI to accelerate our mission; AI is not just a tool, it's a fundamental part of how we operate, innovate, and scale. We are apolitical. We do not take a position on political or social topics, unless it relates to our mission. We live by our values. We role model our values 100% of the time. We expect high performance. We set a high standard and we're not satisfied with being average. What we need Employment Hero’s looking for a CX Enablement Specialist to drive capability, confidence, and commercial impact across our Customer Experience function in Canada, supporting our Implementations, Customer Success, Customer Support, Managed Payroll Services, and Benefits Experience teams. As part of our Global Enablement team, you’ll play a pivotal role in embedding new ways of working, accelerating adoption of Employment OS, and transforming our CX function into a growth engine — one that balances exceptional customer experience with measurable revenue impact. Your mission is to elevate performance, drive operational excellence, and empower our Heroes to deliver world-class customer outcomes. This includes designing and delivering onboarding, coaching, and performance frameworks that build skill, confidence, and consistency — improving retention, productivity, and reduced churn. You’ll ensure our teams are equipped with the product knowledge, processes, tools, and playbooks they need to perform at their peak. In partnership with CX leaders, you’ll also create foundational frameworks including competencies, KPI structures, and performance improvement plans that help teams execute efficiently and at scale. Your work will directly contribute to our goals of improving Mission Promoter Score (MPS), while shaping a culture of continuous improvement, accountability, and customer obsession. At Employment Hero, we believe winning teams have world-class coaches, a clear plan, the right support framework to sustain high performance, and time to recover. This role embodies that philosophy: developing A-players and creating the environment for them to thrive. Key responsibilities Onboarding & Everboarding Own and deliver onboarding programs for new CX Heroes across Implementation, Success, Support, Payroll, and Benefits. Accelerate time-to-impact by ensuring new hires understand our mission, platform, processes, and success metrics. Continuously evolve enablement programs as new products and workflows are introduced. Coaching & Performance Enablement Partner with regional CX leaders to design and deliver structured coaching frameworks and performance improvement plans (GAP/PIP). Conduct regular 1:1 or group coaching sessions focused on skill, will, and process. Leverage data and behavioral insights to identify underperformance and create targeted improvement plans. Product, Process & Tool Enablement Build confidence and proficiency in our CX tech stack. Partner with Ops teams to drive adoption of new tools and processes that improve efficiency and customer experience. Deliver enablement around product features, updates, and launches to ensure CX teams are equipped to support customers effectively. Content & Playbooks Develop and maintain a library of CX playbooks, best-practice guides, and workflows. Build scalable learning modules and interactive training content to enhance knowledge retention and engagement. Create enablement content that connects customer experience to revenue outcomes — renewal, expansion, and retention. Translate customer insights and data into actionable playbooks and toolkits for teams. Strategic Roadmap Delivery Centralise enablement resources for product launches, campaigns, and customer messaging frameworks. Lead enablement projects that align with global initiatives and regional growth goals. Collaborate cross-functionally with GTM, Product, and Ops to ensure consistency and alignment. Commercial & Revenue Focus Reinforce a revenue mindset within CX — connecting great customer experiences to renewal, upsell, and cross-sell outcomes. Partner with CX leaders to embed practices that improve lifetime value and reduce churn. Support MPS, retention, and expansion KPIs through targeted enablement programs. Act as a force multiplier by amplifying strategic initiatives. What you’ll bring CX Excellence. You understand the full customer journey and know how to drive engagement, satisfaction, and retention. Commercial Acumen. You link great customer experience to revenue growth and churn reduction. Execution Mastery. You simplify complex problems and deliver results, fast. Change Driver. You turn ambiguity into opportunity and lead through change. Force Multiplier. You amplify Enablement’s impact using insights, not instinct, to guide enablement strategy. Results-Obsessed. You track, test, and improve relentlessly. What we’re looking for Proven experience in Enablement or Customer Experience, ideally in SaaS or tech scale-ups. Strong understanding of CX performance metrics and operational levers (CSAT, CES, MPS, time to value, SLA adherence, churn). Able to interpret data to diagnose performance gaps and pull the right levers to positively impact CX performance metrics Experience building and delivering coaching programs that drive behavioural and performance change. Familiarity with CX tools such as Vitally, Zendesk, Salesforce, SendGrid, and SAP (highly regarded). Experience with enablement tools such as Spekit, Confluence, Go1, and Articulate (preferred). Skilled in delivering feedback and coaching across all experience levels. Ability to operate strategically and tactically in a fast-moving environment. Collaborative mindset, working well with cross-functional teams to drive outcomes. What we can offer At Employment Hero, we don't just talk about a better way to work - we live it. Joining Employment Hero means: You will work remotely, with the flexibility to own your time and impact You will access cutting-edge tools to amplify your work, knowledge and outputs You'll surround yourself with ambitious, outcome-driven colleagues who challenge you to do the best work of your life You'll own ESOP (employee share options) in one of the world's fastest-growing tech companies You'll also have access to a wide range of benefits that includes: a very generous paternity leave policy, subsidised egg freezing (so you can make the choice that's right for you, on your terms), a WFH office expense budget, and outstanding learning & development opportunities #J-18808-Ljbffr