{"id":3035880,"url":"https://alion.io/job/ashby-support-trainer-emea","title":"Support Trainer - EMEA","company":{"id":58445,"name":"Ashby","domain":"ashbyhq.com","url":"https://alion.io/company/ashby","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Ashby","truth_index":{"grade":"C","score":65,"open_postings":67,"ghost_share":0.582,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":29,"computed_at":"2026-10-26T05:57:25Z"}},"role":"Education","role_family":"Education","seniority":null,"employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"inferred","locations":[],"countries":[],"hiring_countries":["DE","FR","GB","BE","CZ","DK","IE","IT","NL","PL","RO","ES","PT"],"hiring_countries_total":13,"salary":null,"salary_estimate":{"min_usd":60000,"max_usd":108000,"period":"year","method":"role_country_seniority_unknown","sample_n":352},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":true,"technologies":[{"name":"OpenAI","optional":false},{"name":"Snowflake","optional":false}],"status":"live","first_seen_at":"2026-10-21T20:24:49Z","employer_posted_date":"2026-10-21","last_verified_at":"2026-10-27T02:46:34Z","board_verified":true,"closed_at":null,"days_open":5,"trust":{"level":"ok","repost_count":0,"flags":["company_stale"],"days_open":5},"description":"Hello!\nI'm Allie, Head of Support at Ashby.\nAs 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. Helping someone move from “just joined” to confidently helping customers takes exceptional care. We pride ourselves on delivering an onboarding experience that helps each person who joins our team be successful and, in turn, help our customers be successful.\nOur onboarding program has given new hires a strong foundation. As the team continues to scale and the product keeps evolving, we know there's more to build.\nThat's why we're looking for one Support Trainer in AMER and one in EMEA to partner with our Training Lead and help take onboarding and ongoing training to the next level.\nThis 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.\nIf you're energized by joining a strong program and pushing it further, love making complex product knowledge click for new learners, and want to stay close to frontline Support work, this might be the role for you.\nAbout This Role\nAs 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.\nSince 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.\nWhat You'll Own\nTraining Program Design and Delivery\nDeliver 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.\n\nFacilitate workshops, one-on-one coaching, and asynchronous learning sessions to help new team members provide a high-quality customer experience.\n\nCreate clear, engaging, and comprehensive training materials, including guides, videos, and tutorials.\n\nMeasuring and Improving Training\nCollaborate with Support Leadership to assess training needs and create customized learning experiences.\n\nContinuously update training materials based on product updates, new features, and feedback from the team.\n\nTrack the progress of trainees and provide feedback to support continuous improvement.\n\nUse 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.\n\nStaying Close to Support\nRegularly spend time handling Support tickets to maintain continued familiarity with processes and workflows.\n\nUse firsthand experience with the work to keep training grounded in what the job actually requires.\n\nRole Requirements\nProven experience designing or delivering training programs within a Support or Customer Success organization, ideally in a B2B SaaS environment.\n\nMeaningful experience working in Support or another customer-facing technical function.\n\nExperience building onboarding programs, facilitating workshops, and coaching individuals through skill development.\n\nAbility to connect training outcomes to real performance and customer experience improvements, not just completion rates.\n\nStrong ability to translate complex or technical information into clear, engaging, and digestible learning materials.\n\nAnalytical mindset for identifying skill gaps, spotting trends in performance, and iterating on programs over time.\n\nComfort working in ambiguity and building structure and process where none exists.\n\nPassionate about customer experience and the role well-trained Support teams play in creating trust and loyalty.\n\nSkilled at delivering constructive, actionable feedback and coaching people toward growth.\n\nStrong communication and facilitation skills, with the ability to engage learners across different styles and experience levels.\n\nYou Should Apply If:\nYou're excited about iterating on a strong program foundation and thinking creatively about enabling Support on highly technical topics.\n\nYou thrive on turning complex product and process knowledge into training that's clear, practical, and engaging.\n\nYou want to stay close to the frontline work you're training people to do, not just design programs from a distance.\n\nYou're data-driven and want to tie training effectiveness to real performance and customer outcomes.\n\nYou love coaching people and watching them grow into confident, capable support professionals.\n\nYou May Not Want to Apply If:\nYou'd rather focus solely on individual coaching than program design and materials development.\n\nYou prefer not to spend regular time handling Support tickets to stay connected to the work.\n\nYou're not interested in balancing program-building with hands-on training delivery.\n\nYou're uncomfortable iterating on training programs based on feedback and changing product needs.\n\nAbout Ashby\nAshby 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. Learn more at ashbyhq.com.\nAbout Go To Market\nWe view our Support team as an extension of the product itself, one that ensures an optimal customer experience for customers ranging across all market segments. Here are a few points that should give you an idea of what it is like to work with us:\nWe spend a lot of time building best-in-class products since we believe a highly differentiated product is easier to sell.\n\nWe also spend a lot of time building a best-in-class customer experience. We aim to offer deep expertise whenever we interact with prospects and customers.\n\nWe strongly believe that small teams with very talented people and the right work environment deliver much better performance than teams with large headcount.\n\nWe value a strong sense of ownership, principled thinking over experience, and thoughtful communication (we put a lot of effort into using the right communication channels) - we’ll get into these and other values during the hiring process. You can take a look at ourLeadership Principles to get a sense of what we value in People Leaders at Ashby.\nInterview process\nOur interview process is thorough and designed to give you enough information to assess whether Ashby is the right fit for you, while helping us evaluate technical reasoning, communication precision, and ownership.\nIntro call with Recruiting - 30 min\n\nHiring Manager interview - 45-60 min\n\nTake-home assessment - 5 days to complete\n\nVirtual onsite - 120 min\nCoaching for Customer Impact - 30 min\n\nMeasuring Training Systems - 30 min\n\nFrontline Support Partnership - 30 min\n\nClosing questions - 15 min\n\nBenefits\nBenefits 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.\n10-year exercise window for stock options. You shouldn’t feel pressure to purchase stock options if you leave Ashby -do it when you feel financially comfortable.\n\nUnlimited PTO. Expect “Vacation?” in our one-on-one agenda until you start taking it\n\nA $1,200 annual learning and professional-development budget.\n\nA one-time $2,000 home-office setup budget for furniture, monitors, peripherals, and ergonomic equipment, plus a company-provided laptop.\n\nOpportunities to spend time with teammates through an annual company offsite, team offsites, local meetups, and virtual events.\n\nExtended health benefits for you and your dependents (subject to availability with our Employer of Record)\n\nAshby provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetics, sexual orientation, gender identity, or gender expression. We are committed to a diverse and inclusive workforce and welcome people from all backgrounds, experiences, perspectives, and abilities.\nAshby is committed to a fair and transparent hiring process. We confirm that this advertisement is for an active, existing vacancy within our organization. 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