Job Description

:

WHO WE ARE
Xactly is a leader in Intelligent Revenue Solutions and a part of Vista Equity Partners portfolio companies since 2017. The Xactly Intelligent Revenue Platform marries artificial intelligence and 17 years of proprietary data in easy-to-use applications.
Named among the best workplaces in the U.S. by Great Place to Work six times, honored on FORTUNE Magazine's inaugural list of the 100 Best Workplaces for Millennials, and chosen as the xe2x80x9cMarket Leader in Incentive Compensationxe2x80x9d by CRM magazine. We're building a culture of success and are looking for motivated professionals to join us!
THE OPPORTUNITY
As the Support Enablement Specialist, you'll be a key member of the Customer Support Enablement team and will be responsible for building, shaping and delivering on programs the ongoing enablement, quality management, information sharing and career development for our global Support teams. You will continuously look for ways to move to the next level of organizational excellence and get great satisfaction from seeing each of your colleagues achieve their goals and career ambitions. You will work closely with the Support Enablement team and Support leaders to prioritize, deliver, and measure quality and training programs and to drive excellence into the customer experience as well lead or support community platforms. Your growth mindset will drive learning for you and those around you. You will collaborate closely with cross-functional teams including Sales, Customer Success, Product Management, Engineering and Professional Services. We're all about making things easier, better, and more efficient for our customers and team members. Our goal is to build the best Customer Support department on the planet, and you will help us do that!
THE TEAM
Xactly's Customer Support team is a talented and growing global team with members in San Jose, Denver, Bangalore, London. The team works closely to transfer knowledge and collaborate to ensure we deliver quality support to our customers.
About the Role:
We are seeking a Senior Support Enablement Specialist with a strong background in technical customer support, community engagement, and learning and development. This role will play a critical part in scaling and evolving our support organization through enablement programs, owning and optimizing our customer support community, and driving initiatives that empower both internal teams and our customer base. You will also contribute to community migration projects and content strategies.
Key Responsibilities:
Community Management
Manage the customer support community (e.g., Khoros, Salesforce Communities, etc.), ensuring it remains a valuable, engaging, and user-friendly platform.
Drive community content strategy, moderation processes, and regular updates to ensure relevance and accuracy.
Foster peer-to-peer engagement and amplify community-driven knowledge sharing.
Migration & Platform Optimization
Lead or support community platform migration initiatives, including planning, content mapping, data cleanup, and go-live support.
Evaluate and enhance community platform functionality to improve user experience and operational efficiency.
Work cross-functionally with IT, developers, and vendors to ensure a seamless transition with minimal impact to users.
Enablement & Learning
Design and deliver enablement programs tailored to front-line Support teams (e.g., onboarding, product training, process improvements).
Understanding of the Products and collaborate with Product, Engineering ,University and Support leaders to develop educational resources aligned with product updates.
Analyze support performance data to identify gaps and create targeted learning content.
Required Qualifications:
5-7 years of experience in technical customer support, enablement, or community management in a B2B SaaS or software company.
Strong understanding of community platforms (e.g., Khoros, Salesforce, Higher Logic, Gainsight or others).
Experience with community migration projects, including stakeholder coordination and execution.
Familiarity with front-end technologies (HTML, CSS, JS).
Experience with tools like LMS (Learning Management Systems), Knowledge Bases, and AI-powered support tools is an advantage.
Demonstrated ability to manage or support community migrations or platform transitions.
Experience designing, developing, and delivering/implementing innovative and creative and fun learning solutions (web-based training, technical training videos, job aids, guides, quizzes, etc.)
Wiki-building experience using Atlassian's Confluence or similar tool
Experience leading and developing effective, scalable, high-quality, information delivery, training, and certification programs
Experience supporting globally dispersed teams
Excellent written and verbal communication skills with strong organizational capabilities.
Passion for teaching, mentoring, and building impactful learning experiences.
Preferred Qualifications:
Project management skills or certification (e.g., PMP, Agile).
Experience working with global or distributed support teams.
Data-driven mindset with ability to derive insights from support metrics.
What You'll Gain:
Opportunity to shape the evolution of a global customer support function.
A key role in building scalable knowledge and community programs.
Direct impact on customer and support team satisfaction and efficiency.
A collaborative and inclusive environment that values growth and innovation.
BENEFITS & PERKS
Paid Time Off (PTO)
Comprehensive Health and Accidental Insurance Coverage
Tuition Reimbursement
XactlyFit Gym/Fitness Program Reimbursement
Free snacks onsite(if you work in office)
Generous Employee Referral Program
Free Parking and Subsidised Bus Pass (a go-green initiative!)
Wellness program
OUR VISION:
Unleashing human potential to maximize company performance. We address a critical business need: to incentivize employees and align their behaviors with company goals.
OUR CORE VALUES:
Customer Focus | Accountability | Respect | Excellence (CARE) are the keys to our success, and each day we're committed to upholding them by delivering the best we can to our customers.
Xactly is proud to be an Equal Opportunity Employer. Xactly provides equal employment opportunities to all employees and applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, pregnancy, sexual orientation, or any other characteristic protected by law. This means we believe in celebrating diversity and creating an inclusive workplace environment, where everyone feels valued, heard, and has a sense of belonging. By doing this, everyone in the Xactly family has the power to make a difference and unleash their full potential. '