Product Support Specialist

Summary

Join Ashby's growing team as a Product Support Specialist based in Mexico, Costa Rica, or Colombia! This role involves direct customer interaction and contributing to internal process improvements. You'll work with a complex, evolving product, collaborating with cross-functional teams. Success requires strong problem-solving, proactive ownership, and a dedication to customer delight. Ashby values principled thinking and thoughtful communication. The company offers competitive benefits, including unlimited PTO, generous equipment budgets, and educational stipends.

Requirements

• Have experience with and be excited to learn the ins and outs of a complex and rapidly evolving product (tools like Zapier, HubSpot, and Acuity Scheduling)
• Have offered B2B support to customers, ranging from Small Business through Enterprise organizations
• Have experience working toward common goals with cross-functional stakeholders (such as Sales, Product, Engineering, or Operations)

Responsibilities

• Work directly with customers
• Contribute to projects that improve internal workflows
• Curate customer feedback into a weekly digest
• Write and improve help documentation
• Automate tasks and operationalize processes

Preferred Qualifications

• Be curious in addressing customers and creating solutions that improve workflows
• Possess strong proactive problem-solving skills, defining problem scope and creating comprehensive solutions
• Delight customers with thorough, clear, and empathetic responses
• Be eager to take ownership and make principled decisions to solve problems

Benefits

• Competitive salary and equity
• 10-year exercise window for stock options
• Unlimited PTO with four weeks recommended per year
• Twelve weeks of fully paid family leave in the US
• Generous equipment, software, and office furniture budget
• $100/month education budget with more expensive items (like conferences) covered with manager approval
• Top-notch health insurance for you and your dependents with all premiums covered by us (if in the US)