The posting
HELLO!
I'm Allie, Head of Support at Ashby. 👋
As our team has grown, one of the keys to providing exceptional Support is ensuring every new hire can hit the ground running on a product with a lot of depth and nuance. Helping someone move from “just joined” to confidently helping customers takes exceptional care. We pride ourselves on delivering an onboarding experience that helps each person who joins our team be successful and, in turn, help our customers be successful.
Our onboarding program has given new hires a strong foundation. As the team continues to scale and the product keeps evolving, we know there's more to build.
That's why we're looking for one Support Trainer in AMER and one in EMEA to partner with our Training Lead and help take onboarding and ongoing training to the next level.
This role goes beyond running sessions off an existing curriculum. We're looking for someone who can dig into what's working, spot where new hires are still struggling to get up to speed, and turn that insight into better materials and better training. You'll partner closely with our Training Lead to deliver onboarding day to day, while also helping evolve the program as our product and team continue to grow.
If you're energized by joining a strong program and pushing it further, love making complex product knowledge click for new learners, and want to stay close to frontline Support work, this might be the role for you.
ABOUT THIS ROLE
As the Support Trainer, you'll design, develop, and deliver the training programs that enable the Support team to provide exceptional service. You'll work closely with Support team members and cross-functional partners to build training materials, assess where the team needs support, and ensure everyone stays current on product knowledge and best practices as we grow.
Since this function is central to how our team scales, you'll have the opportunity to build on a strong foundation, strengthen how we onboard and continuously develop our team, and create a culture where growth and knowledge-sharing are part of everyday work.
WHAT YOU'LL OWN
Training Program Design and Delivery
- Deliver and further develop training programs for new Support hires and ongoing team development, covering product knowledge, Support processes, internal tools, and talent acquisition-related processes.
- Facilitate workshops, one-on-one coaching, and asynchronous learning sessions to help new team members provide a high-quality customer experience.
- Create clear, engaging, and comprehensive training materials, including guides, videos, and tutorials.
Measuring and Improving Training
- Collaborate with Support Leadership to assess training needs and create customized learning experiences.
- Continuously update training materials based on product updates, new features, and feedback from the team.
- Track the progress of trainees and provide feedback to support continuous improvement.
- Use trainee-progress and performance data to measure the effectiveness of training initiatives, connect changes to outcomes such as ramp speed, CSAT, and QA scores, and refine the program as needed.
Staying Close to Support
- Regularly spend time handling Support tickets to maintain continued familiarity with processes and workflows.
- Use firsthand experience with the work to keep training grounded in what the job actually requires.
ROLE REQUIREMENTS
- Proven experience designing or delivering training programs within a Support or Customer Success organization, ideally in a B2B SaaS environment.
- Meaningful experience working in Support or another customer-facing technical function.
- Experience building onboarding programs, facilitating workshops, and coaching individuals through skill development.
- Ability to connect training outcomes to real performance and customer experience improvements, not just completion rates.
- Strong ability to translate complex or technical information into clear, engaging, and digestible learning materials.
- Analytical mindset for identifying skill gaps, spotting trends in performance, and iterating on programs over time.
- Comfort working in ambiguity and building structure and process where none exists.
- Passionate about customer experience and the role well-trained Support teams play in creating trust and loyalty.
- Skilled at delivering constructive, actionable feedback and coaching people toward growth.
- Strong communication and facilitation skills, with the ability to engage learners across different styles and experience levels.
YOU SHOULD APPLY IF:
- You're excited about iterating on a strong program foundation and thinking creatively about enabling Support on highly technical topics.
- You thrive on turning complex product and process knowledge into training that's clear, practical, and engaging.
- You want to stay close to the frontline work you're training people to do, not just design programs from a distance.
- You're data-driven and want to tie training effectiveness to real performance and customer outcomes.
- You love coaching people and watching them grow into confident, capable support professionals.
YOU MAY NOT WANT TO APPLY IF:
- You'd rather focus solely on individual coaching than program design and materials development.
- You prefer not to spend regular time handling Support tickets to stay connected to the work.
- You're not interested in balancing program-building with hands-on training delivery.
- You're uncomfortable iterating on training programs based on feedback and changing product needs.
ABOUT ASHBY
Ashby builds a suite of products that helps talent leaders, recruiters, and hiring managers run their hiring process significantly better. We raised a $50M Series D in July 2025 and support nearly 5,000 customers, including Shopify, Snowflake, OpenAI, Deliveroo, and Confluent. We’re growing much faster than 100% year over year, with a team of roughly 300 people across 22+ countries. Learn more at ashbyhq.com http://ashbyhq.com.
ABOUT GO TO MARKET
We view our Support team as an extension of the product itself, one that ensures an optimal customer experience for customers ranging across all market segments. Here are a few points that should give you an idea of what it is like to work with us:
- We spend a lot of time building best-in-class products since we believe a highly differentiated product is easier to sell.
- We also spend a lot of time building a best-in-class customer experience. We aim to offer deep expertise whenever we interact with prospects and customers.
- We strongly believe that small teams with very talented people and the right work environment deliver much better performance than teams with large headcount.
We value a strong sense of ownership, principled thinking over experience, and thoughtful communication (we put a lot of effort into using the right communication channels) - we’ll get into these and other values during the hiring process. You can take a look at our Leadership Principles https://www.ashbyhq.com/blog/culture/ashbys-leadership-principles to get a sense of what we value in People Leaders at Ashby.
INTERVIEW PROCESS
Our interview process is thorough and designed to give you enough information to assess whether Ashby is the right fit for you, while helping us evaluate technical reasoning, communication precision, and ownership.
- Intro call with Recruiting — 30 min
- Hiring Manager interview — 45–60 min
- Take-home assessment — 5 days to complete
- Virtual onsite — 120 min
- Coaching for Customer Impact — 30 min
- Measuring Training Systems — 30 min
- Frontline Support Partnership — 30 min
- Closing questions — 15 min
BENEFITS
Benefits vary by country and are shared in more detail during the process. International employees receive statutory benefits and, where available, employer-paid supplemental health coverage.
- 10-year exercise window for stock options. You shouldn’t feel pressure to purchase stock options if you leave Ashby —do it when you feel financially comfortable.
- Unlimited PTO. Expect “Vacation?” in our one-on-one agenda until you start taking it 😅
- A $1,200 annual learning and professional-development budget.
- A one-time $2,000 home-office setup budget for furniture, monitors, peripherals, and ergonomic equipment, plus a company-provided laptop.
- Opportunities to spend time with teammates through an annual company offsite, team offsites, local meetups, and virtual events.
- Extended health benefits for you and your dependents (subject to availability with our Employer of Record)
Ashby provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetics, sexual orientation, gender identity, or gender expression. We are committed to a diverse and inclusive workforce and welcome people from all backgrounds, experiences, perspectives, and abilities.
Ashby is committed to a fair and transparent hiring process. We confirm that this advertisement is for an active, existing vacancy within our organization. Please be advised that we may use artificial intelligence-driven tools to assist our recruitment team in screening, assessing, and selecting candidates for this position.
