Support Trainer: Elevate SaaS Onboarding & Frontline Skills

Ashby; Portugal; À distance; EUR 55 000 - 75 000; Plein temps

Résumé du poste

Ashby is seeking a Support Trainer to design, develop, and deliver training that enables the Support team to provide exceptional service. You will work with Support staff and cross-functional partners to create materials, assess training needs, and keep product knowledge current as the team grows.

You will help build a culture of growth and knowledge-sharing, moving onboarding and ongoing training to the next level while staying close to frontline Support work to ensure relevance and impact.

Qualifications

• Proven experience designing or delivering training programs within a Support or Customer Success organization.
• Meaningful experience in a Support or another customer-facing technical function.
• Experience building onboarding programs, facilitating workshops, and coaching individuals through skill development.
• Ability to connect training outcomes to real performance and customer experience improvements, not just completion rates.
• Strong ability to translate complex or technical information into clear, engaging learning materials.

Responsabilités

• Design, develop, and deliver training programs for the Support team, covering product knowledge, processes, internal tools, and related procedures.
• Facilitate workshops, coaching sessions, and asynchronous learning to help new hires and the team improve the customer experience.
• Create engaging training materials such as guides, videos, and tutorials.
• Collaborate with Support Leadership to assess training needs and tailor learning experiences.
• Update materials based on product updates and team feedback; track trainee progress and drive continuous improvement.
• Spend time handling Support tickets to stay grounded in day-to-day workflows.

Connaissances

Training design

Workshop facilitation

Coaching

Curriculum development

SaaS knowledge

Description du poste

Ashby is seeking a Support Trainer to design, develop, and deliver training that enables the Support team to provide exceptional service. You will work with Support staff and cross-functional partners to create materials, assess training needs, and keep product knowledge current as the team grows.

You will help build a culture of growth and knowledge-sharing, moving onboarding and ongoing training to the next level while staying close to frontline Support work to ensure relevance and impact.