Support Trainer: Onboarding & Frontline Growth

Ashby; United Kingdom; Hybrid; GBP 50,000 - 75,000; Full time

Benefits offered by this job

Stock options

Unlimited PTO

Learning budget

Home-office budget

Company offsites

Health benefits

Job summary

Ashby is seeking a Support Trainer to design, develop, and deliver onboarding and ongoing training for our global Support teams. You will partner with the Training Lead to evolve materials, run sessions, and translate insights into improved programs that accelerate ramp and improve customer outcomes.

You’ll work closely with frontline Support while growing our training capabilities, ensuring new hires hit the ground running and existing staff stay current with product knowledge and best

Qualifications

• 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.

Responsibilities

• Design, develop, and deliver training programs enabling the Support team to provide exceptional service, collaborating with cross-functional partners.
• Create engaging training materials, guides, videos, and tutorials; update materials with product changes and feedback.
• Measure training impact using metrics like ramp speed, CSAT, and QA scores and continuously improve the program.

Skills

Training design

Coaching

Workshop facilitation

Customer success

Data-driven

Job description

Ashby is seeking a Support Trainer to design, develop, and deliver onboarding and ongoing training for our global Support teams. You will partner with the Training Lead to evolve materials, run sessions, and translate insights into improved programs that accelerate ramp and improve customer outcomes.

You’ll work closely with frontline Support while growing our training capabilities, ensuring new hires hit the ground running and existing staff stay current with product knowledge and best