Product Enablement Specialist – North America (d/f/m)

🚀 YOUR ROLE

Are you passionate about helping customers and teams get the most out of a powerful B2B platform? Do you enjoy turning complex product changes into clear, helpful content, and solving technical questions along the way?

Then it’s an exciting time to join Luminovo. We’re scaling our product enablement function, both internally for our customer-facing teams and externally for our customers. As a Product Enablement Specialist, you’ll own and scale how product knowledge flows across Luminovo and out to our customers: from our Help Center and FinAI chatbot in Intercom, to the monthly product newsletter, to hands-on training in LumiAcademy.

🎯 PERFORMANCE OBJECTIVES

To be successful in this role, you must excel in the following performance objectives:

Customer support & experience

• Own Intercom as DRI. Run our customer support in Intercom as the primary platform for an excellent customer experience, keeping first response time and time-to-close low.

• Grow self-service. Continuously improve our FinAI chatbot and Help Center so customers can resolve questions on their own, and manage outbound messages (banners, pop-ups, product tours, newsfeed).

Reporting & insights

• Track the right KPIs. Run weekly analysis on outcome-driven metrics (first response time, time to close, chatbot resolution rate, conversation volume, CSAT) and surface insights for better decisions.

Collaboration & gluework

• Be the enablement hub. Serve as the binding force across Sales, CS, Marketing and Product, streamlining updates and driving feature adoption.

• Partner with Product & Engineering. Maintain a reliable flow of product information and align early on upcoming releases and the actions they require.

• Jump on customer calls when needed. Be comfortable joining video calls with customers when the situation calls for it.

🤓 WHOM YOU’LL BE WORKING WITH

• The Product Enablement team (Fabian https://www.linkedin.com/in/fabian-heldt-795370123/, Tine http://linkedin.com/in/christine-hafezi-086b7513a/?skipRedirect=true, and Ibrahim https://www.linkedin.com/in/ibrahim-gezer-9683951b2/), who own Intercom, the Help Center, LumiAcademy and our product communication.

• Our Product Managers and Engineers, to stay ahead of releases and translate them into clear enablement

• Sales, Customer Success and Solution Engineers, whom you’ll enable with training and materials

• Marketing & RevOps, to align on customer-facing product communication

🌐 LOCATION, TIME ZONE & TRAVEL

• This is a remote role based in the USA or Canada. You'll work in Central Time (UTC-6) or further east — Eastern Time is great, but nothing further west (no Mountain, Pacific, or US West Coast). This keeps your day overlapping with US customers, so you can support them in real time, while still sharing enough working hours with the team in Germany to collaborate.

• You should be happy to travel to the US from time to time for team and customer moments, including coworking weeks at our New York office.

⚡️ SKILLS, KNOWLEDGE, AND EXPERTISE

Just so you know – we purposefully did not create a standard list of minimum qualifications for this role. We care much more about your motivation and ability to help us accelerate technical progress than we care just about your CV. If you're interested to find out more about why we banned requirements from our performance profiles – see here https://medium.com/startup-grind/why-we-banned-requirements-from-our-job-descriptions-33a774e1a1c2.

We don't need you to be an expert in the electronics industry today. But you have to be willing to dive into it to understand our potential customers' unique situations and how our software tools can create value for them.

⚡️ ABOUT LUMINOVO

Luminovo is the first electronics supply chain platform that unites all data, processes, and stakeholders in the trillion-dollar electronics industry https://luminovo.com/resources/blog/a-short-primer-on-the-electronics-industry?utm_campaign=employer_branding&utm_source=candidate-traffic.

We fundamentally believe that technology is the best tool that humankind has developed to tackle the biggest challenges we face as a society today. And we want to do our share in accelerating technological progress.

We bring innovations to life faster and cheaper by creating a more connected and resilient electronics supply chain.

To date, over 300 active customers worldwide are working with us towards this shared goal. Supported by leading investors such as Cherry Ventures, General Catalyst/LaFamiglia, Chalfen Ventures, and others, we have raised more than €20 million https://luminovo.com/resources/blog/luminovo-raises-eu11-million-in-seed-funding-to-fix-the-broken-electronics-value-chain-with-transformative-software-suite.

Our core principles: putting people first & building great things

As a remote-first company headquartered in Munich, our brilliant team is spread across cities including Munich, New York, Austin, Calgary, Berlin, London, Valencia, Nairobi, and Verona, among others. 🌍

Our team includes a mix of product enthusiasts, people advocates, business masterminds, and engineering experts. Among us are graduates from institutions like Stanford University and the University of Cambridge, as well as talented individuals with unconventional CVs. What matters most is their drive to build great things.

We provide an authentic environment based on psychological safety to empower Luminerds from various backgrounds to succeed, grow, and focus on impact. Putting people first means that we deeply care about who our employees are, what makes them unique, and what they excel at.

See what employees and candidates have to say about Luminovo on kununu https://www.kununu.com/de/luminovo and Glassdoor https://www.glassdoor.de/Bewertungen/luminovo-ai-Bewertungen-E2039308.htm.