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Support Enablement Specialist

Austin, Texas

About ROLLER

ROLLER isn’t your average SaaS company. We operate globally across 30+ countries, powering millions of real-world experiences in the leisure and attractions industry. What we build doesn’t just live on a screen. It shows up in busy venues, peak weekends, and unforgettable moments for guests.

Our mission is simple but ambitious: help operators run better businesses while creating great guest experiences. That means solving complex, real-world problems across ticketing, point of sale, self-service, memberships, kiosks, and digital waivers, all at meaningful scale.

Just as importantly, it’s the people. We’re a team of 300+ smart, grounded, and genuinely passionate humans working across the globe. We care about quality, ownership, and doing work we’re proud of, without taking ourselves too seriously.

We’re growing fast, aiming high, and building something that matters. If you want to work on real problems, with real customers, alongside people who care deeply about their craft and impact, ROLLER is a great place to do it.

 


Why You Want To Work With Us!

❤️ Loved by Customers - ROLLER is consistently highly rated on Capterra and G2, and trusted by leading operators worldwide. That doesn’t happen by accident. Customer obsession isn’t a value on a wall here, it’s embedded in how we prioritize, build, and measure success.

🏆 A Great Place People Choose to Stay - We’ve been Great Place to Work certified across multiple regions for several years running. That reflects a culture that values trust, autonomy, and growth, and an environment where high standards and psychological safety coexist. ROLLER ranks in the top 5% of sales organisations to work for on RepVue!

💸 Competitive Package & Real Career Growth - We offer competitive compensation and benefits aligned to the level of ownership we expect. As ROLLER scales, so do the opportunities. People grow here by taking on bigger problems, broader scope, and greater responsibility. Progression is driven by impact and capability, not tenure, and strong performance is recognised and rewarded.

 

 

About the Role

We’re hiring a Support Enablement Specialist to build and scale how our Support team learns and develops.

This role will bring structure, consistency, and a proactive approach to enablement, helping us move from reactive training to a more strategic program.

You will execute and help shape Support enablement within a broader enablement strategy by helping shape what great enablement looks like for Support, building onboarding and ongoing enablement, and helping create clear development pathways for the team.

This is a high-impact role that will play a key part in how we scale our Support function and develop talent internally.

 

What You’ll Do

Lead Support Onboarding

  • Design and manage onboarding for new Support team members

  • Build structured, progressive training that starts with fundamentals and develops into advanced capability

  • Introduce assessments and feedback loops to reinforce learning and measure progress

Help Build a Skills & Capability Framework

  • Work with Support leadership and Enablement leadership to define the skills and competencies required for success across Support levels (L1, L2, L3)

  • Partner with Support leaders to identify skill gaps and prioritize training initiatives

  • Help standardize what “good” looks like across the team

Deliver Ongoing Enablement

  • Contribute to an ongoing enablement strategy for the Support team

  • Maintain and evolve training content, courses, and learning resources

  • Ensure training keeps pace with product changes and team needs

Develop Critical Thinking & Problem Solving

  • Design training that goes beyond product knowledge and builds structured problem-solving skills

  • Help Support team members develop the ability to diagnose and navigate complex customer issues effectively

Support Career Growth & Internal Mobility

  • Contribute to building a career progression framework within Support (e.g. L1 → L2 → L3 → leadership)

  • Help define pathways into other teams (e.g. Product, Customer Success, Solutions Engineering)

  • Support the creation of an internal talent pipeline

 

About You

You’re someone who enjoys bringing structure to learning, and you’re motivated by helping teams improve and grow.

You’re comfortable working with technical concepts, but you also care about how people learn, develop, and apply knowledge in real scenarios.

 

  • Experience building or delivering onboarding, training, or enablement programs

  • Ability to create structured, progressive learning experiences

  • Strong written communication and content development skills

  • A collaborative approach and ability to work cross-functionally

  • Comfort working with technical or complex products

 

  • You have a high appetite for Technology and AI and a natural curiosity for how it can transform your work. You’re comfortable using AI tools to automate repetitive 'busy work,' freeing you up to focus on high-impact work

 

We believe AI is a career-defining inflection point. ROLLER is a fast adopter of new technology like AI, and every team member is empowered to own their learning and use the latest tools to supercharge their impact. We’re looking for candidates with the proficiency and curiosity to embrace AI and technology — not just as a technical skill, but as a core competency to help us achieve big goals.

Nice to Have

  • Experience working with Support teams or post-sales functions

  • Background in enablement (support, sales, or post-sales)

  • Experience building skills frameworks, certification programs, or internal training programs

  • Experience in environments with technical or complex products

 

Perks!

  • You'll get to work on a category-leading product that customers love in a fun, high-growth industry! Check our Capterra and G2 reviews.
  • ROLLER Recharge days to celebrate and recharge once we've hit our goals
  • Engage in our 'Vibe Tribe' - led by our team members; you can contribute to company-wide initiatives directly. Regular events and social activities, fundraising & cause-related campaigns...you name it. We're willing to make it happen!
  • Team Member Assistance Program to proactively support our team's health and wellbeing - access to coaching, education modules, weekly webinars, and more.
  • 16 weeks paid Parental Leave for primary carers and 4 weeks paid Parental Leave for secondary carers.
  • Work with a driven, fun, and switched-on team that likes to raise the bar in all we do!
  • Individual learning & development budget plus genuine career growth opportunities as we continue to expand!

 

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