Support Enablement Lead

About the Role

The Lead, Support Enablement plays a proactive role in technical engagement for high-priority managed accounts. As a customer advocate and a key link between Technical Support and managed accounts, the SEL provides visibility into complex issues, coordinates cross-functional efforts, manages risk, and helps drive effective outcomes and customer satisfaction. The SEL does not take over technical support cases or perform technical investigations; instead, the role facilitates collaboration, monitors case progression, and keeps actions and communications aligned with customer priorities.

Key Responsibilities

* Strategic Case Management and Oversight: Coordinate case progression across internal stakeholders; monitor open cases for SLA risks, customer dissatisfaction, stalled progress, and recurring trends; guide Support Supervisors, Agents, and Engineers to align investigations with customer priorities; maintain visibility of owners, action plans, blockers, and next steps.

* Proactive Issue Mitigation: Identify recurring patterns and systemic issues across managed accounts; partner with Support and technical teams to explore root causes and recommend longer-term improvements; conduct account health checks and track emerging risks.

* Escalation Management and Customer Advocacy: Coordinate critical escalations and develop clear, fact-based narratives; serve as liaison during sensitive or executive escalations; provide structured customer updates and set realistic expectations; relay customer pain points to internal teams.

* Cross-Functional Collaboration: Partner with Support Supervisors, TAC, Product, Engineering, CSMs, TAMs, and other stakeholders; facilitate internal coordination, including Slack communication for managed domains, and clarify ownership and follow-through.

* Account Enablement, Documentation, and Reporting: Lead account discovery to understand customer context, technology usage, integrations, and key contacts; maintain documentation in Salesforce, Monday.com, CSI, and Looker as applicable; define engagement intensity (Red, Orange, Yellow, Green); track escalation resolution efficiency, proactive case reduction, and SLA compliance; prepare timely account and case reports.

Qualifications and Requirements

* At least 4 years of experience in Technical Support, Customer Enablement, Escalation Management, Customer Success, Technical Account Management, Service Delivery, or a related customer-facing role.

* Experience managing escalations and coordinating case lifecycles in a SaaS, cloud communications, contact center technology, or comparable enterprise technology environment.

* Strong organization and ability to manage multiple accounts, complex issues, and competing priorities.

* Excellent written and verbal communication, including senior-stakeholder engagement and explaining technical issues to varied audiences.

* Demonstrated cross-functional coordination, clear action planning, and follow-through.

* Strong analytical, critical-thinking, and problem-solving skills, including identifying technical trends and support gaps.

* High attention to detail, sound judgment, ownership, and experience with case management, CRM, collaboration, and reporting tools.

* Preferred: Familiarity with Five9 components (voice, digital channels, APIs, CRM connectors); working knowledge of Salesforce, Monday.com, Slack, Looker, and Jira; knowledge of SLAs, incident management, prioritization, and support metrics; enterprise customer experience; ITIL Foundation or relevant certifications.

What Success Looks Like

* Managed accounts have clear visibility into case status, risks, owners, and next steps.

* Complex and escalated cases maintain momentum through consistent coordination and follow-up.

* Potential SLA risks, recurring issues, and customer concerns are identified and raised proactively.

* Customers and internal stakeholders receive timely, accurate, structured communications.

* Account discovery and documentation enable informed, personalized engagement.

* Reporting provides useful insight into account health, escalation outcomes, and improvement opportunities.

Work Location: This role is fully remote for candidates who reside outside a driving distance of 20-kilometers of our office. Candidates who reside within 20-kilometers driving distance of our office would be required to work in-office 2 days a week.

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Company Benefits

* Company stocks
* Annual merit increase based on performance
* 15% night shift differential pay
* Paid Leave with Cash Conversion
* HMO with free dependents
* Retirement Plan
* Life Insurance
* While on work from home setup: Internet and meal allowance are provided
* Employee Assistance Program for mental and social well-being
* Government-mandated Benefits (SSS, PhilHealth, PagIBIG, 13th month pay, Solo parent leave, Special leave for women)

Five9 embraces diversity and is committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better we are. Five9 is an equal opportunity employer.

Five9 is committed to providing reasonable accommodations for qualified individuals with disabilities throughout the application and interview process. If you need assistance or an accommodation due to a disability, please contact us at [email removed] to request an accommodation. Requests will be handled confidentially and in accordance with applicable law.

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Note: Five9 will never request that an applicant send money as a prerequisite for commencing employment with Five9.