Support Training Architect - Onboarding & Growth

Ashby; United Kingdom; On-site; GBP 40,000 - 65,000; Full time

Job summary

Ashby is seeking a dedicated Support Trainer to design, develop, and deliver training programs for our Support team in AMER and EMEA. You will partner with the Training Lead to evolve onboarding, create materials, and drive continuous learning while staying close to frontline support work.

The role emphasizes translating complex product knowledge into clear, practical training, coaching individuals to grow, and measuring impact on ramp speed, CSAT, and QA.

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 for Support hires and ongoing team development, covering product knowledge, Support processes, internal tools, and talent acquisition-related processes.
• Facilitate workshops, coaching sessions, and asynchronous learning to ensure high-quality customer experience.
• Create clear, engaging training materials including guides, videos, and tutorials.

Skills

Training program design

Coaching

Workshop facilitation

Customer Success knowledge

Analytical mindset

Communication

Job description

Ashby is seeking a dedicated Support Trainer to design, develop, and deliver training programs for our Support team in AMER and EMEA. You will partner with the Training Lead to evolve onboarding, create materials, and drive continuous learning while staying close to frontline support work.

The role emphasizes translating complex product knowledge into clear, practical training, coaching individuals to grow, and measuring impact on ramp speed, CSAT, and QA.