Support Trainer - EMEA

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.

About the Role

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. We are looking for a Support Trainer - 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.

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

• 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.

Interview Process

• Intro call with Recruiting — 30 min
• Hiring Manager interview — 45–60 min
• Take-home assessment — 5 days to complete
• Virtual onsite — 120 min