Customer Enablement Specialist

About the role

Do you love helping customers and teams get the most out of a powerful B2B platform? Do you enjoy turning complex product changes into clear, helpful content and solving technical questions along the way? Then this is an exciting time to join Luminovo. We're scaling our product enablement function, both internally for our customer-facing teams and externally for our customers. As our Product Enablement Specialist, you'll own how product knowledge flows across Luminovo and out to our customers: from our Help Center and FinAI chatbot in Intercom, to the monthly product newsletter, to hands-on training in LumiAcademy.

What you'll do

• Customer support and experience — Own Intercom as the DRI. Run customer support in Intercom as our primary channel for a great customer experience, keeping first response time and time-to-close low.
• Grow self-service — Improve our FinAI chatbot and Help Center so customers can resolve questions on their own, and manage outbound messages (banners, pop-ups, product tours, newsfeed).
• Reporting and insights — Track the right KPIs. Run weekly analysis on outcome metrics (first response time, time-to-close, chatbot resolution rate, conversation volume, and CSAT), and surface insights that lead to better decisions.
• Collaboration — Be the enablement hub. Connect Sales, Customer Success, Marketing, and Product, streamlining updates and driving feature adoption. Partner with Product and Engineering to keep a reliable flow of product information and align early on upcoming releases and the actions they require. Join customer calls when needed — be comfortable hopping on a video call with a customer when the moment calls for it.

Location, time zone, and travel

This is a remote role based in the United States or Canada. You'll work in Central Time (UTC-6) or further east. Eastern Time is great; nothing further west (no Mountain, Pacific, or US West Coast). This keeps your day overlapping with US customers for real-time support, while still sharing enough working hours with our team in Germany. You'll travel to the US from time to time for team and customer moments, including coworking weeks at our New York office.

Skills, knowledge, and expertise

We purposefully did not create a standard list of minimum qualifications for this role. We care much more about your motivation and your ability to help us accelerate technical progress than about your CV. You don't need to be an electronics industry expert today. But you do need to be willing to dive in, understand our customers' unique situations, and see how our software creates value for them.