Susan muthui
@susanmuthui
Enablement Manager focused on knowledge management, documentation strategy, and support excellence.
KenyaWhat I'm looking for
I’m an enablement professional who helps global support teams work more effectively through knowledge management, documentation, and process improvement. I enjoy turning complex information into clear, usable resources that reduce friction for both agents and customers.
In my most recent role as Enablement Manager – Support, I own documentation and enablement initiatives that support global customer support teams. I independently identify documentation gaps, prioritize improvements, and implement updates with minimal supervision, while partnering across Product, Engineering, Compliance, Operations, and Customer Support.
Previously, as a Customer Support Enablement Specialist, I maintained and improved internal knowledge base articles and support documentation. I created and updated SOPs and process documentation, supported documentation reviews for clarity and consistency, and contributed to initiatives like root cause categorization and release readiness by ensuring support materials reflected new functionality.
I’m especially energized by continuous improvement—monitoring recurring support trends, recommending documentation or process updates based on feedback, and contributing to AI-assisted support initiatives through content review and documentation refinement. My approach is structured, collaborative, and focused on content quality, governance, and long-term usability.
Experience
Work history, roles, and key accomplishments
Owns documentation and enablement initiatives to support global customer support teams, including identifying documentation gaps and prioritizing improvements. Partners cross-functionally to keep knowledge resources accurate and contributes to AI-assisted support and product launch readiness.
Supported global customer support teams by maintaining and improving internal knowledge base articles and support documentation. Created and updated SOPs, identified documentation gaps through support trends, and collaborated with cross-functional teams to support release readiness and AI-assisted support projects.
Travel & Business Partners Executive
Jambojet
Jan 2014 - Jan 2017 (3 years)
Managed relationships with travel partners and agencies and advised clients on travel solutions and airline products. Resolved customer issues while balancing commercial and operational requirements.
Customer Executive / Travel Consultant
Nellion Tours & Travel
Jan 2013 - Jan 2014 (1 year)
Assisted customers with travel planning and bookings, including guidance on visas, passports, insurance, and travel. Managed bookings, payments, customer enquiries, and resolved concerns while maintaining service standards.
Front Office & Guest Relations
Sandavy Safaris & Guest House
Jan 2011 - Jan 2013 (2 years)
Managed guest relations and front office operations, coordinating bookings and travel itineraries. Handled billing and petty cash while delivering high-quality customer service.
Customer Care Agent
Jetlink Express
Jan 2007 - Jan 2011 (4 years)
Assisted passengers during check-in and boarding and managed customer enquiries and complaints. Supported passengers needing additional assistance while ensuring compliance with airline operational procedures.
Education
Degrees, certifications, and relevant coursework
Asian College of Teachers
Diploma in Pre & Primary Teacher Training and Special Education, Education (Pre & Primary; Special Education)
Completed a diploma in Pre & Primary Teacher Training and Special Education.
Kenya College of Communication & Technology
Advanced Diploma in Tours, Travel & Hospitality, Tours, Travel & Hospitality
Completed an advanced diploma in tours, travel, and hospitality.
Regional Educational Institute
Certificate in Human Resource Profession (ILM), Human Resources
Completed a certificate in Human Resource Profession (ILM).
Tech stack
Software and tools used professionally
Availability
Location
KenyaAuthorized to work in
Job categories
Skills
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