Support Trainer - EMEA

Hello! I'm Allie, Head of Support at Ashby. 👋 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. 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. Our 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. That'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. 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. If 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. About This Role As 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. Since 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. 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 outc