Product Support Specialist

Summary

Join Ashby's growing team as a Senior Product Support Specialist in NAMER! This role involves direct customer interaction and contributing to process improvement projects. You'll work with a complex, evolving product, collaborating with cross-functional teams. Success requires strong problem-solving, customer empathy, and a proactive approach to ownership. Ashby values principled thinking and thoughtful communication. The role is remote, ideal for self-starters.

Requirements

• Have experience with and be excited to learn the ins and outs of a complex and rapidly evolving product
• 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 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
• Have strong proactive problem-solving skills
• 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 (US employees)