Ashby

Support Trainer - EMEA

Region Restricted

Remote work allowed only within certain countries or regions.

Employer listed it 7 days ago · Added 5 days ago

First listed 7 days ago and still open.

This listing wasn't found on its job board during the last check. It may have just closed, check the original posting before spending time on an application.

Salary

£64k to £100k per year

Location

Work style

Async

Contract

Full-time

Experience

Mid

What the advert says

Quoted word for word from the employer's advert. Where it says nothing, we say so.

Working hours: Facilitate workshops, one-on-one coaching, and asynchronous learning sessions to help new team members provide a high-quality customer experience.
Where you can work from: Virtual onsite — 120 min
Contract: Not mentioned in the advert
Experience asked for: Not mentioned in the advert
Pay: Not mentioned in the advert

Remote flexibility

Region Restricted

Remote work is allowed, but only for candidates based in United Kingdom, Belgium, Italy, Germany, Denmark, Ireland, Romania, Czechia, Poland, Spain, Netherlands, Portugal, France.

What the employer says

Source listing states candidate location: "United Kingdom, Belgium, Italy, Germany, Denmark, Ireland, Romania, Czech Republic, Poland, Spain, Netherlands, Portugal, France, Remote"

What Nomaders makes of it

Applications outside the listed area are usually rejected
Timezone overlap with the listed area is often expected

The quotes above are the employer's own words; the reading is ours. Always check the original listing and employment terms before working from another country.

Before you apply

Experience: employer states

Written as a nice-to-have

“Proven experience designing or delivering training programs within a Support or Customer Success organization, ideally in a B2B SaaS environment.”

Questions worth asking: Nomaders interpretation

The advert does not say whether this is employment or a contractor arrangement. Ask, as it affects tax and benefits.

Produced automatically from this advert's text; not reviewed by a person. The employer's own page is the final word.

About the role

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

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.

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.

How to apply

1Check the flexibility label above, region restricted, matches where you plan to live and work.
2Tailor your CV to the role at Ashby, mentioning your remote working experience and working hours (Async).
3Apply directly on the employer's careers page using the button below. Nomaders never handles your application.

Found 6d ago. Last checked today. Always confirm the details on the original posting, salary and location can change after publication.

Listing sourced from Company boards.