Enablement Specialist

About the Role

Skeps is looking for an Enablement Specialist to own the creation and delivery of training content for our multilender and loan origination system (LOS) platforms. This role sits at the intersection of instructional design, technical documentation, and customer support — translating complex platform functionality into clear, practical guidance that lenders, partners, and internal teams can act on.

You will conduct needs analyses to identify where users struggle, design learning materials that close those gaps, and deliver them across formats: knowledge base articles, slide decks, recorded video walkthroughs, interactive product demos, and live virtual sessions. You will also serve as a responsive point of contact for questions coming in from the field, using those conversations to continuously sharpen our documentation.

This is a strong fit for someone who enjoys learning a product deeply, writing with precision, and being the person others rely on when they need an answer fast.

Key Responsibilities

Needs Analysis & Instructional Design

• Conduct needs assessments with internal stakeholders, merchant/dealer-facing teams, and end users to identify knowledge gaps and performance issues.
• Apply instructional design principles (e.g., ADDIE, SAM, adult learning theory) to design training programs mapped to defined learning objectives.
• Develop curricula and learning paths for distinct audiences, including new-hire onboarding, and existing merchant/dealers adopting new functionality.
• Define and track measures of training effectiveness — completion, comprehension, support-ticket deflection, and time-to-proficiency — and iterate based on results.

Content Development & Documentation

• Write, edit, and maintain online knowledge base articles, how-to guides, release notes, quick start decks, and FAQs for the Skeps multilender and LOS platforms.
• Document platform workflows from the end-user perspective, capturing not just what the system does but how a user accomplishes their actual job within it.
• Create interactive product demos and guided click-through experiences for self-service learning and customer-facing enablement.
• Maintain a content review cadence so documentation stays accurate as the platforms evolve, coordinating with Product and Engineering on upcoming releases.

Facilitation & Live Delivery

• Plan and facilitate live training sessions, webinars, and webcasts for internal teams and external partners.
• Run virtual sessions confidently using Microsoft Teams, Zoom, and Slack — managing agendas, participation, Q&A, and follow-ups.
• Adapt delivery style to the audience, from hands-on operational users to executive stakeholders.
• Record, edit, and publish session recordings so content remains available on demand.

Field Support & Troubleshooting

• Serve as a first line of response for incoming questions from field, sales, implementation, and support teams.
• Triage and troubleshoot user-reported issues, distinguishing training gaps from product defects and routing accordingly.
• Track recurring questions and themes to prioritize new documentation and proactively reduce inbound volume.
• Partner with Customer Success and Support to keep enablement content aligned with real-world customer issues.

Required Qualifications

• 3–5 years of experience in enablement, instructional design, technical writing, training, or a closely related field.
• Demonstrated experience conducting needs analysis and translating findings into training solutions.
• Proven instructional design experience with a portfolio of documentation, courses, decks, or video content you produced.
• Strong written communication skills, with the ability to explain technical workflows clearly and concisely for non-technical audiences.
• Facilitation experience running meetings, training sessions, and webinars using virtual delivery platforms.
• Customer service, support, or troubleshooting background — comfortable fielding questions directly and diagnosing user issues.
• Ability to learn complex software platforms quickly and independently, with minimal hand-holding.
• Highly organized, able to manage multiple content projects and competing deadlines.

Tools & Technology

Experience with the following is expected or strongly preferred. We will provide ramp-up support on tools you have not used, provided you bring a comparable equivalent.

• Productivity & Communication: Microsoft PowerPoint, Word, Excel, Outlook; Slack; Microsoft Teams; Zoom
• CRM & Knowledge Base: HubSpot
• Interactive Demos: Supademo, Storylane.io
• Video Creation & Editing: Camtasia
• Design & Layout: Adobe Creative Suite, particularly InDesign and Photoshop

Preferred Qualifications

• Experience in fintech, lending, consumer finance, banking, or another regulated industry.
• Familiarity with loan origination systems, point-of-sale financing, or multilender platforms.
• Experience building documentation for both internal teams and external merchants/dealers.
• Working knowledge of knowledge base platforms, LMS administration, or content management systems.
• Basic understanding of APIs, integrations, or SaaS platform architecture.
• Instructional design or enablement certification (e.g., ATD, CPTD, or similar).

Pay: $80,000.00 - $135,000.00 per year

Benefits:

• 401(k)
• Flexible schedule
• Flexible spending account
• Paid time off
• Parental leave

Work Location: Hybrid remote in New York, NY 10114