# Support Enablement Lead at Five9

> Hybrid · Philippines · Staff · Other · open. Source: https://alderhq.app/jobs/greenhouse%3Afive9%3A6254970004 (read 2026-11-11).

## Facts (observed)

- Company: [Five9](https://alderhq.app/companies/five9)
- Location text: Manila, Manila, Philippines (Hybrid); Philippines
- Where it can be done from (inferred): Hybrid · Philippines (evidence: "Location: Manila, Manila, Philippines (Hybrid); Philippines")
- Posted: 2026-11-11 (0 days ago)
- First seen by alder: 2026-11-11 · last verified: 2026-11-11
- Reposted: 0 times · edited: 0 times
- Apply on the employer's site: https://www.five9.com/about/careers/job-detail?gh_jid=6254970004

## Pay and sponsorship

- Posted pay: not posted

## Description (the employer's text)

Join us in bringing joy to customer experience. Five9 is a leading provider of cloud contact center software, bringing the power of cloud innovation to customers worldwide.

Living our values everyday results in our team-first culture and enables us to innovate, grow, and thrive while enjoying the journey together. We celebrate diversity and foster an inclusive environment, empowering our employees to be their authentic selves.

### 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.

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Data: alder (https://alderhq.app). Cite https://alderhq.app/jobs/greenhouse%3Afive9%3A6254970004 and the date you read it. Observed facts come from the employer's own listing; location reach, level, family and skills are inferences.