[Hiring] Support Trainer @Ashby

Role Description

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.

Qualifications

• 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.

Requirements

• 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.

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.
• Unlimited PTO.
• 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).