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

About the Position

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

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.

Responsibilities

• 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.

Requirements

• Core Skills

  • Product Enablement
  • Customer Support
  • Technical Writing

• Secondary Skills

  • Intercom
  • Chatbot Management
  • Performance Metrics

Nice to Have

• Experience in the electronics industry
• Advanced knowledge in Intercom or similar platforms

We Offer

• Compensation

  • Base Salary: $70,500 – $90,000
  • Equity: $7,050 – $9,000

• Benefits

  • Psychological safety and honest feedback
  • Routine 1:1's, retrospectives, and insight hours
  • Unlimited professional development budget
  • Flexible working environment (fully-remote, hybrid, and on-site in Munich)
  • Contribution to childcare costs
  • Attractive virtual stock option packages

About the Company

Luminovo is the first electronics supply chain platform that unites all data, processes, and stakeholders in the trillion-dollar electronics industry. 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.

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 and Glassdoor.