Customer Support Enablement & Readiness Lead

Logitech is the Sweet Spot for people who want their actions to have a positive global impact while having the flexibility to do it in their own way.

The Role:

As the CX Enablement & Readiness Lead for iCafe, you are the central owner of technical enablement and readiness for the iCafe business. You transform technical assets into scalable training, certifications, and knowledge systems that power partner self‑sufficiency and business growth.

This role plays a critical part in New Product Introduction (NPI), ensuring iCafe‑specific readiness from day one, while building the foundational knowledge infrastructure that differentiates Logitech within the gaming ecosystem.

Your Contribution:

• Own iCafe technical readiness throughout the New Product Introduction (NPI) lifecycle, partnering early with Product and R&D to harvest, structure, and operationalize technical assets

• Translate complex engineering concepts into clear, practical training materials and technical documentation tailored for iCafe environments

• Design and deliver regular new product and advanced technical training for system administrators, key iCafe accounts, and internal technical teams

• Build and lead a structured iCafe technical certification program that systematically improves partners’ ability to independently diagnose and resolve hardware, software, and network issues

• Create and maintain a dedicated iCafe technical Knowledge Base (KB), converting high‑frequency issues, optimization strategies, and best practices into standardized, reusable assets

• Proactively identify knowledge gaps and customer pain points, driving continuous enrichment and iteration of enablement content

• Define, track, and analyze enablement and operational metrics (e.g., certification adoption, KB utilization, repeat issue reduction) to assess business health and surface risks or growth opportunities

• Act as a cross‑functional connector between Sales, Product, R&D, and Tier 1 Support to ensure technical enablement fully supports go‑to‑market and customer success strategies

Your Qualifications and Skills:

• 5+ years of experience in Enterprise Customer Success, Technical Enablement, Technical Training, or Technical Account Management (TAM)
• Experience in gaming, esports, iCafe ecosystems, or large‑scale system integration environments strongly preferred
• Solid technical foundation with strong learning agility; able to quickly understand PC peripherals, drivers, and iCafe hardware/software architectures
• Proven ability to break down complex technical concepts into clear, engaging, and actionable training content
• Demonstrated experience building training programs, technical courseware, or certification frameworks from the ground up
• Strong presentation and facilitation skills, comfortable leading technical training for both internal and external audiences
• Proactive, ownership‑driven mindset with a passion for uncovering blind spots and improving partner self‑sufficiency
• Excellent cross‑functional communication skills in Mandarin and English with the ability to collaborate effectively across Sales, Product, Engineering, Support Vendors, and other teams as needed.

Additional Information

• This role has high visibility and impact across the iCafe business and customer lifecycle
• Success is measured not just by content creation, but by adoption, capability uplift, and reduced operational friction
• You will help define how Logitech scales technical readiness and differentiation across the global gaming ecosystem

#LI-KS1 /LP

Across Logitech we empower collaboration and foster play. We help teams collaborate/learn from anywhere, without compromising on productivity or continuity so it should be no surprise that most of our jobs are open to work from home from most locations. Our hybrid work model allows some employees to work remotely while others work on-premises. Within this structure, you may have teams or departments split between working remotely and working in-house.

Logitech is an amazing place to work because it is full of authentic people who are inclusive by nature as well as by design. Being a global company, we value our diversity and celebrate all our differences. Don’t meet every single requirement? Not a problem. If you feel you are the right candidate for the opportunity, we strongly recommend that you apply. We want to meet you!

We offer comprehensive and competitive benefits packages and working environments that are designed to be flexible and help you to care for yourself and your loved ones, now and in the future. We believe that good health means more than getting medical care when you need it. Logitech supports a culture that encourages individuals to achieve good physical, financial, emotional, intellectual and social wellbeing so we all can create, achieve and enjoy more and support our families. We can’t wait to tell you more about them being that there are too many to list here and they vary based on location.

All qualified applicants will receive consideration for employment without regard to race, sex, age, color, religion, sexual orientation, gender identity, national origin, protected veteran status, or on the basis of disability.

If you require an accommodation to complete any part of the application process, are limited in the ability, are unable to access or use this online application process and need an alternative method for applying, you may contact us toll free at +1-510-713-4866 for assistance and we will get back to you as soon as possible.