Senior Support Enablement Specialist

Fullscript is looking for a Support Enablement Specialist to help our Customer Support and customer-facing teams stay informed, confident, and ready to deliver excellent customer experiences.

In this role, you’ll turn product updates, process changes, and strategic enablement priorities into clear, practical learning experiences. You’ll create training content, internal communications, LMS resources, and scalable templates that help frontline teams quickly understand what’s changing, why it matters, and how to apply it in their day-to-day work.

This is a hands-on execution role for someone who enjoys simplifying complex information, building useful learning materials, and partnering cross-functionally to support high-quality service at scale. Reporting to the Support Enablement Manager, you’ll play a key role in strengthening release readiness, improving knowledge adoption, and helping Fullscript’s teams deliver consistent, world-class support.

• Develop training deliverables and internal communications for our customer support teams to educate on platform releases and enhancements.

• Recommend and apply the most effective mix of learning modalities, including instructor-led, virtual, eLearning, microlearning, and on-the-job support tools.

• Build foundational structured templates for modular training delivery, allowing cross-functional teams to "plug and play" their own components into eLearning courses developed for support to reuse with their respective audiences.

• Consult with stakeholders across the business to assess learning needs, synthesize complex information and translate complex concepts into clear, engaging and instructionally sound learning experiences and support materials.

• Integrate AI authoring tools (video editing, quiz generation, copywriting) to accelerate content development and scale efficiency.

• Maintain the LMS course library (Cornerstone), ensuring accuracy, version control, and technical relevance.

• Use learner feedback, data and business input to evaluate learning effectiveness and continuously improve over time, optimizing training delivery and learner retention.

• 3+ years experience in Support Enablement, Instructional Design, or Learning Ops roles within a fast-paced SaaS or HealthTech environment.

• Exceptional communication skills with the ability to create clear, concise and learner-focused materials.

• Experience developing eLearning solutions for adult learners using interactive and multimedia approaches.

• Experience with learning management systems and digital learning environments (Cornerstone, Articulate, 360Learning, Camtasia, Vyond, Adobe Creative Cloud, etc.).

• Understanding and application of key design concepts such as ADDIE, Universal Design for Learning (UDL), and Accessibility standards within eLearning content.

• You’re a motivated self-starter with an ability to work independently and balance multiple projects.

• Interest in AI and willingness to explore AI-driven solutions to enhance performance and drive efficiencies

• Professional certifications (ATD, CPTD, or Adult Education post-grad) considered an asset.

• Experience with CRMs used by Support teams (Intercom, Zendesk, Gladly, Amazon Connect, Dixa, etc.), content management systems (e.g.Zendesk, Payload, Wordpress, Paligo, etc.), and Knowledge Management tools (e.g., Guru).

• Salary range: $60,000 to $85,000 CAD DOE
• Remote-first flexibility to work where you work best, with Ottawa, Toronto, Kelowna, or Calgary preferred for this role.
• Flexible PTO and competitive pay, because work-life balance matters
• RRSP/401k match and stock options to invest in your future
• Premium benefits package with customizable coverage, paramedical services, and an HSA.
• Fullscript discounts to save on high-quality wellness products
• Continuous learning opportunities to grow your skills and career