Global Support Trainer & Onboarding Leader

How We Work & What We Value - Ashby; United Kingdom; On-site; GBP 64,000 - 100,000; Full time

Benefits offered by this job

Unlimited PTO

Learning budget

Home-office budget

Company laptop

Annual offsites

Job summary

Ashby is seeking a Support Trainer to design, develop, and deliver training programs that enable the Support team to deliver exceptional service. You will work with Support members and cross‑functional partners to build materials, assess needs, and keep everyone current on product knowledge as we grow.

You'll partner with our Training Lead to run onboarding and ongoing training, help evolve the program, and ensure ramp speed, CSAT, and QA scores improve over time.

Qualifications

• Proven experience designing or delivering training programs within a Support or Customer Success organization.
• Experience in a B2B SaaS environment is preferred.
• Ability to translate complex product knowledge into actionable training materials.
• Comfort with ambiguity and building structure where none exists.
• Strong communication and facilitation skills with learners of varying levels.

Responsibilities

• Deliver and develop training programs for new Support hires and ongoing team development.
• Facilitate workshops, one‑on‑one coaching, and asynchronous sessions.
• Create engaging training materials, including guides, videos, and tutorials.
• Collaborate with Support Leadership to assess needs and tailor learning experiences.
• Continuously update training materials with product updates and team feedback.
• Track trainee progress and drive continuous improvement.
• Spend time handling Support tickets to stay connected to real workflows.

Skills

Training design

Coaching

Onboarding

Analytics

Job description

Ashby is seeking a Support Trainer to design, develop, and deliver training programs that enable the Support team to deliver exceptional service. You will work with Support members and cross‑functional partners to build materials, assess needs, and keep everyone current on product knowledge as we grow.

You'll partner with our Training Lead to run onboarding and ongoing training, help evolve the program, and ensure ramp speed, CSAT, and QA scores improve over time.