About the job
At SumUp, we empower small business owners , the everyday heroes who bravely pursue their passions and strive to build their dreams. We provide innovative financial solutions designed to help merchants effectively manage and expand their enterprises.
The Merchant Experience team is crucial in delivering top-notch support to merchants throughout LATAM. With our operations expanding, particularly with Mexico's integration, we are enhancing our Enablement function to ensure that our support agents possess the necessary training, knowledge, and tools to assist merchants proficiently.
The Enablement team is tasked with training, documentation, and knowledge management, which are essential to the daily operations of our support teams across Chile, Peru, Colombia, and Mexico.
Role Overview
The Training & Enablement Assistant Analyst is responsible for executing enablement, training, and knowledge management activities within the LATAM Support organization.
This position emphasizes the operational delivery of training, documentation updates, and knowledge management initiatives that guarantee support agents have immediate access to accurate and current information. Collaborating closely with the Enablement & Operations Analyst, the Assistant Analyst ensures that scalable and consistent enablement processes are maintained across LATAM.
As our support operations grow , especially with the inclusion of Mexico , this role is vital in ensuring that training materials, documentation, and internal knowledge bases are well-structured, precise, and easily accessible for agents.
Key Responsibilities
- Conduct onboarding and training sessions for Support agents across LATAM (Chile, Peru, Colombia, and Mexico)
- Prepare and organize training materials and sessions
- Implement reinforcement initiatives that support agents in retaining product and process knowledge
- Develop, update, and maintain internal documentation for Support agents (procedures, guides, FAQs)
- Ensure documentation adheres to established standards and remains accurate across markets
- Update external knowledge platforms such as the website and the automated chat solution
- Organize and maintain documentation related to Support processes
- Maintain basic reporting and tracking of enablement activities
- Ensure daily enablement operations run smoothly, providing agents with the necessary resources and documentation to operate effectively.
