Customer Support Tools & Enablement Lead

Customer Support Tools & Enablement Lead

We don't simply hire employees. We invest in them. When you work at Chatham, we empower you — offering professional development opportunities to help you grow in your career, no matter if you've been here for five months or 15 years. Chatham has worked hard to create a distinct work environment that values people, teamwork, integrity, and client service. You will have immediate opportunities to partner with talented subject matter experts, work on complex projects, and contribute to the value Chatham delivers every day.

We are seeking a Customer Support Tools & Enablement Lead to operationalize and optimize the technology, processes, and playbooks that power our product-focused support function. Reporting to the Director of Customer Support, this individual will own our support systems, metrics, and knowledge management framework, ensuring our global team can deliver fast, consistent, and high-quality client experiences. This is a hands-on, detail-oriented role ideal for someone who thrives at the intersection of tools, process, and client impact.

In this role you will:

• Own and administer the ticketing system, ensuring effective configuration, routing, triage, and automation.
• Develop and maintain operational playbooks, escalation processes, and workflows to support global coverage.
• Partner with the Director to define KPIs and build dashboards and reports to monitor SLAs, ticket volume, resolution times, and client satisfaction.
• Continuously review and make data-driven decisions to improve team operations.
• Create and maintain a centralized knowledge base and training materials to enable team members to deliver consistent, expert-level support.
• Serve as a liaison to Product Operations, Customer Success, Engineering, and UX teams to ensure support feedback loops are systematically captured and actioned.
• Identify and implement tools, integrations, and automations that improve team productivity and client experience, embracing an AI-first mindset.
• Support onboarding, training, and continuous enablement for Customer Support team members.

Your impact:

The Tools & Enablement Lead provides the operational backbone of our Customer Support function. By ensuring our systems, workflows, and playbooks are optimized, this role empowers frontline team members to focus on what matters most: delivering timely, expert, and trusted support to our clients.

Contributors to your success:

• 5+ years of experience in customer support operations, enablement, or related roles in a B2B SaaS or enterprise product environment.
• Hands-on expertise with support/ticketing systems (Freshdesk, Zendesk or equivalent) and related integrations.
• Strong process orientation with a track record of implementing scalable workflows and reporting structures.
• Analytical skills to measure and optimize performance through data-driven insights.
• Excellent documentation and knowledge management skills.
• Collaborative mindset with the ability to work across Product, Engineering, and Customer Success to drive improvements.
• Self-starter comfortable balancing day-to-day execution with long-term process building.

About Chatham Financial: Chatham Financial is the largest independent financial risk management advisory and technology firm. A leader in debt and derivative solutions, Chatham provides clients with access to in-depth knowledge, innovative tools, and an incomparable team of close to 700 employees to help mitigate risks associated with interest rate, foreign currency, and commodity exposures. Founded in 1991, Chatham serves more than 3,000 companies across a wide range of industries — handling over $750 billion in transaction volume annually and helping businesses maximize their value in the capital markets, every day.

Chatham Financial is an equal opportunity employer.