Product Support Specialist EMEA

About the Role: Product Support Specialist EMEA at Ashby

Hello! I’m Laura, Support Manager at Ashby, and I'm excited to announce we're looking for Product Support Specialists in Europe. This role involves working one weekend day, balanced by a weekday off, following either a Tuesday–Saturday or Sunday–Thursday schedule, with flexibility for holidays or business needs. You can share your preferences during your application.

What You'll Do

Our team comprises Ashby experts dedicated to providing exceptional customer experiences through meticulous attention to detail, deep product understanding, and prompt, insightful support. As a Product Support Specialist EMEA, you will contribute to maintaining this world-class standard.

You will interact with customers daily, navigating Ashby’s broad and complex product suite. This includes a diverse range of tasks, from troubleshooting intricate integrations to guiding customers through detailed workflows and best practices.

Project Contributions

Beyond daily support, you'll engage in projects aimed at enhancing our work and processes. Previous team projects have involved:

• Absorbing and synthesizing highly technical information from our Engineering Team to create enablement resources for the broader Support Team's technical up-leveling.
• Developing workflow automation solutions to improve team cohesion and efficacy.

What Ashby Values

At Ashby, we prioritize a strong sense of ownership, principled thinking over mere experience, and thoughtful communication. These core values, along with others, will be explored during the interview process and guide our collaborative environment.

Who You Are

You should apply if you meet the following criteria:

• You have experience with and are eager to master a complex, rapidly evolving product.
• You possess innate curiosity, applying it to both customer interactions and the development of improved internal workflows, always seeking deeper understanding.
• You demonstrate strong problem-solving abilities, capable of clearly defining problem scopes and crafting comprehensive solutions.
• You consistently delight customers through keen attention to detail, clear and thorough responses, and an empathetic approach.
• You proactively take ownership in resolving customer issues, making decisions rooted in principled thinking.
• You have prior experience in B2B support, assisting a diverse range of clients from small businesses to enterprise organizations.

This Role May Not Be For You If

• You prefer to avoid delving into complex technical problems; our support team members are highly technical and adept at resolving deeply intricate tickets.
• You tend to triage tickets quickly, relying on early escalation to Engineering rather than attempting comprehensive solutions.
• You prefer supporting a product with a limited scope that can be quickly mastered, rather than a rapidly evolving product with extensive features.
• You depend on an in-office environment for motivation; this is a remote role, and we seek self-starters. Our main office is in San Francisco.

About Ashby

Ashby is developing the next generation of enterprise software, starting with a suite of products designed to empower talent leaders, recruiters, and hiring managers to significantly enhance their hiring processes. Discover more at ashbyhq.com.

We are well-funded by notable investors including Y Combinator, Elad Gil, and Lachy Groom. Since our public launch in October 2022, we've partnered with impressive companies and are just getting started. This is an exciting time to join our growing team.

About Go To Market Team

Our Support team is considered an integral extension of the product, ensuring an optimal customer experience across all market segments. Here’s what you can expect when working with us:

• We are committed to building best-in-class products, believing that a highly differentiated product is easier to support.
• We strive to deliver a best-in-class customer experience, offering deep expertise in every interaction.
• We advocate for small, highly talented teams operating in the right environment, believing this leads to superior performance.

Our core values, including ownership, principled thinking, and thoughtful communication, are central to how we work and will be discussed during the hiring process. You can review our Leadership Principles for more insight into what we value in People Leaders at Ashby.

Interview Process

Our comprehensive interview process is designed to ensure a mutual fit. The process for the Product Support Specialist EMEA role includes:

• Intro Call with Recruiting - 30 Minutes
• Take Home Assessment - 1 week to complete
• Hiring Manager Interview - 45-60 Minutes
• Virtual Onsite - 90 Minutes

Onboarding Process

Given Ashby’s complexity, we invest heavily in training our support team to become product experts. Your first 30 days will focus on intensive onboarding and product learning. You'll begin handling tickets in week one with guidance, allowing you to quickly engage with customers, learn our processes, and make an impact while building platform confidence.

Benefits

• 10-year exercise window for stock options: Reduces pressure to exercise options upon leaving.
• Unlimited PTO: Encourages work-life balance with manager support.
• Twelve weeks of fully paid family leave in the US: With plans to expand globally.
• Generous equipment, software, and office furniture budget: Ensures you have what you need for productivity and comfort.
• $100/month education budget: Plus coverage for larger items like conferences with approval.

Key skills/competency

• Product Support
• Technical Troubleshooting
• Customer Experience
• B2B Support
• Workflow Automation
• Integration Support
• Problem Solving
• Principled Thinking
• Customer Empathy
• SaaS Support