Support Trainer - EMEA

Ashby; Portugal; Remote; EUR 55,000 - 75,000; Full time

Job summary

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.

Responsibilities

• 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.

Skills

Training design

Workshop facilitation

Coaching

Curriculum development

SaaS knowledge

Job description

• Frontline Support Partnership - 30 min

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 outcomes to real performance and customer experience improvements, not just completion rates.
• Strong ability to translate complex or technical information into clear, engaging, and digestible learning materials.
• Analytical mindset for identifying skill gaps, spotting trends in performance, and iterating on programs over time.
• Comfort working in ambiguity and building structure and process where none exists.
• Passionate about customer experience and the role well-trained Support teams play in creating trust and loyalty.
• Skilled at delivering constructive, actionable feedback and coaching people toward growth.
• Strong communication and facilitation skills, with the ability to engage learners across different styles and experience levels.

You Should Apply If

• You're excited about iterating on a strong program foundation and thinking creatively about enabling Support on highly technical topics.
• You thrive on turning complex product and process knowledge into training that's clear, practical, and engaging.
• You want to stay close to the frontline work you're training people to do, not just design programs from a distance.
• You're data-driven and want to tie training effectiveness to real performance and customer outcomes.
• You love coaching people and watching them grow into confident, capable support professionals.

You May Not Want To Apply If

• You'd rather focus solely on individual coaching than program design and materials development.
• You prefer not to spend regular time handling Support tickets to stay connected to the work.
• You're not interested in balancing