Role overview

Ashby is seeking a Support Trainer for the EMEA region to design, develop, and deliver training programs that enable the Support team to provide exceptional service. As the Support team scales and the product evolves, this role will partner with the Training Lead to move beyond running existing curriculum and instead identify gaps, develop better materials, and create training that truly prepares new hires to support customers effectively.

Key responsibilities

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.
Create clear, engaging, and comprehensive training materials, including guides, videos, and tutorials that translate complex product information into digestible content.
Facilitate workshops, one-on-one coaching, and asynchronous learning sessions to help new team members provide a high-quality customer experience.
Collaborate with Support Leadership to assess training needs and create customized learning experiences based on identified gaps.
Track trainee progress and performance data to measure training effectiveness, connecting changes to outcomes such as ramp speed, customer satisfaction, and quality assurance scores.
Regularly handle Support tickets to maintain firsthand familiarity with processes, workflows, and the actual requirements of the role.
Continuously update training materials based on product updates, new features, and feedback from the Support team.

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.
Strong ability to translate complex or technical information into clear, engaging learning materials and assess training effectiveness through real performance metrics rather than completion rates.
Analytical mindset for identifying skill gaps, spotting trends in performance data, and iterating on programs based on feedback and changing needs.
Strong communication and facilitation skills with ability to engage learners across different styles and experience levels, plus skill at delivering constructive, actionable feedback.
Comfort working in ambiguity and building structure and process where none exists, with genuine passion for customer experience and the role well-trained Support teams play in building trust.

What makes this role worth considering

You’ll be joining a rapidly growing company that raised a $50M Series D and supports nearly 5,000 customers including Shopify, Snowflake, and OpenAI. This role offers the opportunity to build on a strong foundation while staying close to frontline Support work, combining program design with hands-on training delivery and ticket handling to ensure your training remains grounded in real-world needs.