The Training & Enablement Specialist is responsible for creating, maintaining, and delivering high-quality training content and product documentation that enables customers and internal teams to maximise value from the MaxContact platform.
This role ensures our knowledge base, onboarding materials, product guides and internal documentation are clear, structured, accurate and aligned to evolving product functionality. As a SaaS business operating in a fast-scaling, AI-enabled environment, this role plays a critical part in customer adoption, operational efficiency and commercial success.
Key Responsibilities
People (Prospects, Customers & Internal Stakeholders)
- Design and deliver engaging product training sessions (virtual and in-person) for customers and internal teams.
- Develop structured onboarding programmes for new customers.
- Create internal enablement materials for Sales, Customer Success and Support teams.
- Work closely with Product, Engineering and CX teams to translate technical functionality into clear, user-friendly guidance.
- Gather feedback from users and stakeholders to continuously improve training materials.
- Support customer adoption initiatives through clear communication and enablement content.
Process (New Business & Commercial Discipline)
- Create scalable training frameworks that support growth and consistent customer onboarding.
- Develop and implement an ongoing training strategy
- Ensure training programmes capture product updates and maximise customer outcomes
- Create structure to measure impact of training
Systems (Data, CRM & Predictability)
- Maintain and manage the company knowledge base and documentation repositories.
- Use documentation and training analytics to measure engagement and effectiveness.
- Support internal systems training (CRM, ticketing systems, AI tools, etc.).
- Ensure documentation reflects current system processes and workflows.
- Leverage AI tools to improve efficiency, clarity and scalability of documentation.
Success Measures
- Reduction in support tickets linked to user error or unclear documentation.
- High customer satisfaction scores for onboarding and training.
- Timely and accurate documentation of new features and updates.
- Increased customer adoption and feature utilisation.
- Positive internal feedback on training quality and clarity.
Values and Behaviours
- Customer value first: Produces clear, outcome-focused documentation that helps customers achieve results.
- Ownership mindset and accountability: Takes full responsibility for documentation accuracy and training quality.
- Curiosity and willingness to learn, particularly around AI and emerging technology: Proactively explores new tools and continuously improves content quality.
- Collaboration over silos: Works cross-functionally to ensure alignment and clarity.
- Adaptable and comfortable in a fast-moving, scaling business: Thrives in change and evolving product environments.
Training and Enablement you will receive
- Structured onboarding (products, customers, systems)
- Systems training across CRM, ticketing and internal tools.
- Exposure to AI-powered contact centre technology.
- Ongoing development opportunities within a scaling SaaS organisation.
Skills and Experience
Essential
- Experience in a SaaS environment.
- Proven experience creating training materials and structured documentation.
- Strong written communication skills with the ability to simplify complex technical information.
- Experience delivering training sessions (virtual and/or face-to-face).
- Strong organisational skills and attention to detail.
- Ability to manage multiple projects and priorities.
- Proficiency in documentation tools and knowledge base platforms
Desirable
- Experience within contact centre technology or CX platforms.
- Instructional design qualification or relevant certification.
- Experience using AI tools to enhance documentation or training delivery.
- Familiarity with CRM and customer support systems.
- Experience in a scaling or high-growth technology business.
Benefits and Perks
- 25 days annual leave plus your birthday off - So you can genuinely switch off, recharge, and bring your best self to work.
- Increased holiday entitlement with length of service - We recognise commitment and loyalty. As you grow with MaxContact, we give more back because owning it over time should be rewarded.
- Enhanced maternity and paternity packages -We support our people at every stage of life. By enabling families to take meaningful time when it matters most.
- Life insurance - Providing peace of mind for you and your loved ones reflects our commitment to doing the right thing and owning our responsibility to support our people beyond the workplace.
- Enhanced pension options- We help you invest in your future, not just your role today enabling you to make it count over the long term.
- Company-paid sick leave- We trust our people to take the time they need to recover and return well.
- Personal training allowance - We invest in your growth and encourage continuous learning. You’re empowered to develop your skills, challenge yourself, and challenge the status quo for your career and for our customers.
- Buy and sell holiday options- Flexibility matters. This option allows you to shape your working life around what’s important to you.
- Social, charity and culture committee events- We believe strong connections build great teams. These activities bring people together, support our communities, and reinforce our one team mindset.
- Hybrid working (minimum two days in the office)- We balance flexibility with collaboration.