64K–100K GBP / year
Support Trainer - EMEA
Customer successRemote — EMEA, United Kingdom, Belgium, Italy, Germany, Denmark, Ireland, Romania, Czech Republic, Poland, Spain, Netherlands, Portugal, France
Published on 2026-10-21
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About this role
Design, deliver, and improve onboarding and ongoing training for Ashby’s Support team. The role combines facilitation and coaching with developing learning materials, measuring training outcomes, and regularly handling Support tickets to stay connected to frontline work.
About the company
Ashby is a technology company that provides a recruitment platform designed to streamline the hiring process for businesses. They serve various sectors with a focus on enhancing talent acquisition and management through innovative engineering and support solutions.
The team
Customer Success, Customer Support, and Support Operations; partners closely with the Support Training Lead.
What you'll do
- Deliver and develop onboarding and ongoing training on product knowledge, support processes, internal tools, and talent acquisition processes.
- Facilitate workshops, one-on-one coaching, and asynchronous learning.
- Create training guides, videos, and tutorials.
- Assess training needs and update materials based on product changes and team feedback.
- Track trainee progress and use performance data to improve training and connect it to ramp speed, CSAT, and QA scores.
- Regularly handle Support tickets to keep training grounded in frontline workflows.
What we're looking for
- Experience designing or delivering training within Support or Customer Success, ideally in B2B SaaS.
- Meaningful experience in Support or another customer-facing technical role.
- Experience building onboarding programs, facilitating workshops, and coaching individuals.
- Ability to link training outcomes to performance and customer experience improvements.
- Strong communication, facilitation, analytical, and feedback skills.
- Ability to translate complex technical information into clear learning materials and build structure in ambiguous environments.
- Prior experience supporting a B2B SaaS product.
Nice to have
- B2B SaaS experience is preferred.
Benefits
- 10-year stock-option exercise window.
- Unlimited paid time off.
- $1,200 annual learning and professional-development budget.
- One-time $2,000 home-office setup budget and company-provided laptop.
- Annual company offsite, team offsites, local meetups, and virtual events.
- Extended health benefits for employees and dependents, where available.
Hiring process
- 30-minute recruiter intro call
- 45–60-minute hiring manager interview
- Take-home assessment (five days to complete)
- 120-minute virtual onsite: coaching for customer impact, measuring training systems, frontline Support partnership, and closing questions