Customer Support Learning & Enablement Specialist

About the Role

The role is both strategic and hands-on, requiring the ability to shape how Mercury approaches enablement at scale while building the systems, content, and programs that bring it to life. The Customer Support Learning & Enablement Specialist will also contribute to evolving knowledge management practices, ensuring teams have access to accurate, up-to-date information when they need it.

Mercury is a rapidly growing fintech company, and this role presents an exciting opportunity to make a meaningful impact on the company's customer support operations. The successful candidate will be passionate about enabling others, grounded in instructional design, and bring a systems-driven mindset to delivering learning at scale.

What You Will Do

• Own end-to-end enablement programs: Scale existing and scope new L&D initiatives by defining timelines, setting milestones, and driving cross-functional coordination to ensure smooth, high-quality rollouts.
• Define and measure success: Build and operationalize learning metrics (e.g., training effectiveness, time to proficiency, quality impact), and continuously iterate on programs based on data, feedback, and evolving business needs.
• Design high-impact learning experiences: Apply evidence-based instructional design to create clear, engaging, creative, and compliant learning across formats — including live sessions, virtual trainings, and on-demand resources (videos, micro-learnings, SOPs, facilitator guides, and assessments).
• Build scalable learning systems: Develop structured programs and resources that support employee growth, improve confidence in role, and strengthen readiness for increased scope and responsibility.
• Help evolve knowledge management: Contribute to and improve knowledge systems to ensure teams have easy access to accurate, up-to-date information when they need it.
• Maintain content quality and relevance: Regularly audit training and documentation, proactively updating materials to reflect product, policy, and process changes.
• Partner cross-functionally to drive performance: Work closely with CS, Leadership, Quality, WFM, Strategy, and technical teams to identify performance gaps and deliver targeted, data-informed learning interventions.
• Develop and manage budgets for learning and development initiatives.
• Stay up-to-date with industry trends and best practices in instructional design and enablement.

What We Are Looking For

• 3+ years of experience in L&D, instructional design, or enablement — ideally in customer support and/or a regulated or high-risk environment.
• End-to-end program ownership: You’ve scoped, planned, executed, and iterated on programs — managing timelines, stakeholders, and outcomes from kickoff through rollout and beyond.
• Data-informed approach to learning: You understand how to build and operationalize learning metrics to measure the effectiveness of training programs.
• Experience with instructional design principles and practices.
• Strong project management skills, with the ability to prioritize tasks and manage multiple projects simultaneously.
• Excellent communication and interpersonal skills, with the ability to work effectively with cross-functional teams.
• Ability to work in a fast-paced environment and adapt to changing priorities.
• Strong analytical and problem-solving skills, with the ability to analyze data and make informed decisions.

Nice to Have

• Experience working in a fintech or banking environment.
• Knowledge of adult learning theory and instructional design models.
• Familiarity with learning management systems (LMS) and other learning technologies.
• Experience with agile project management methodologies.
• Certification in instructional design or a related field.

Benefits and Perks

• Competitive salary and benefits package.
• Opportunity to work with a rapidly growing fintech company.
• Collaborative and dynamic work environment.
• Professional development opportunities, including training and education programs.
• Flexible working hours and remote work options.
• Access to the latest technologies and tools.
• Recognition and reward programs for outstanding performance.
• Comprehensive health insurance and wellness programs.
• Generous paid time off and holiday policies.
• Retirement savings plan with company match.
• Employee stock options or equity participation.
• Remote work stipend and home office setup support.

• To stand out in your application, be sure to highlight your experience with instructional design principles and practices, as well as your ability to develop and implement effective training programs.
• Showcase your project management skills by providing specific examples of programs you have managed from kickoff through rollout and beyond.
• Demonstrate your understanding of adult learning theory and instructional design models, and explain how you have applied these concepts in your previous roles.
• Prepare to discuss your experience working with cross-functional teams and your ability to communicate effectively with stakeholders at all levels.
• Be ready to provide examples of how you have used data to inform your learning and development initiatives, and how you have measured the effectiveness of your programs.
• Consider creating a portfolio of your work, including samples of your training programs and materials, to share with the hiring team.
• Research the company culture and values, and be prepared to discuss how your own values and approach to work align with those of the organization.