Support Trainer - EMEA
Ashby
About the position
Join a dynamic team as a Support Trainer, where you'll design and deliver training programs to enhance the skills of the Support team. Collaborate with cross-functional partners to create engaging materials and ensure the team is equipped to provide exceptional service.
Tech stack
- training
- customer-success
- communication
- b2b
- analytics
Requirements
Required:
- 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
- Strong ability to translate complex or technical information into clear, engaging, and digestible learning materials
Nice to have:
- 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
Responsibilities
- Deliver and further develop training programs for new Support hires and ongoing team development
- Facilitate workshops, one-on-one coaching, and asynchronous learning sessions
- Collaborate with Support Leadership to assess training needs and create customized learning experiences
- Track the progress of trainees and provide feedback to support continuous improvement
Benefits
- 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
Recruitment Process
Application Review
Hiring Manager Interview
Take-home Assignment
Virtual Onsite
Application Review
Hiring Manager Interview
Take-home Assignment
Virtual Onsite