About the 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.
Responsibilities
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.
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.
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).
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.
