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Ashby is hiring a Support Trainer for EMEA to design, develop, and deliver training programs that enable the Support team to provide exceptional service to customers. This role partners closely with the Training Lead and Support leadership to build a scalable onboarding and continuous development program as the company grows.
You will own the full training lifecycle: designing and delivering onboarding programs for new Support hires, creating engaging training materials (guides, videos, tutorials), facilitating workshops and one-on-one coaching, and building asynchronous learning experiences. A key part of this role is staying grounded in frontline Support work—you'll regularly handle Support tickets to maintain familiarity with processes, workflows, and the actual job requirements.
You'll measure training effectiveness by connecting outcomes to real performance metrics: ramp speed, CSAT scores, QA results, and customer experience improvements. You'll use trainee progress data to identify skill gaps, spot trends, and iterate on the program as the product evolves and the team scales. This is not a role where you design programs from a distance; you balance program-building with hands-on delivery and stay close to the work you're training others to do.
Ashby is a Series D-funded (July 2025, $50M) B2B SaaS company building a hiring platform used by nearly 5,000 customers including Shopify, Snowflake, OpenAI, and Deliveroo. The company is growing >100% YoY with ~300 people across 22+ countries. The Support team is viewed as an extension of the product itself, ensuring optimal customer experience across all market segments.
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
