[All remote jobs](https://jobicy.com/jobs.md)[![Ashby logo](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2025/08/63864ee6-221.png)](https://jobicy.com/company/ashby.md)[Ashby](https://jobicy.com/company/ashby.md) # Support Trainer – EMEA Review the role, location requirements, compensation details, and application process before deciding whether this opportunity fits your next career move. [Apply for this job](#job-application)[View company](https://jobicy.com/company/ashby.md)ShareRemote from[UK](https://jobicy.com/job-region/uk.md), [Spain](https://jobicy.com/job-region/spain.md), [Germany](https://jobicy.com/job-region/germany.md)+10 more, [France](https://jobicy.com/job-region/france.md), [Netherlands](https://jobicy.com/job-region/netherlands.md), [Italy](https://jobicy.com/job-region/italy.md), [Romania](https://jobicy.com/job-region/romania.md), [Portugal](https://jobicy.com/job-region/portugal.md), [Poland](https://jobicy.com/job-region/poland.md), [Ireland](https://jobicy.com/job-region/ireland.md), [Belgium](https://jobicy.com/job-region/belgium.md), [Czechia](https://jobicy.com/job-region/czechia.md), [Denmark](https://jobicy.com/job-region/denmark.md)SalaryGBP 64k–100k / yrDepartment[Education & E-learning](https://jobicy.com/categories/education.md)EmploymentFull TimeExperienceSeniorPublished23 Oct 2026Apply before22 Nov 2026Listing views44Application actions3Application toolkit ## Make your next move. Prepare your resume, explore your fit, and draft a cover letter for this opportunity. AI Summary ## The role, at a glance. Ashby is hiring a remote Support Trainer to strengthen onboarding and continuous learning for its EMEA Support organization. The role designs and delivers training on product knowledge, support processes, internal tools, and talent-acquisition workflows while coaching new hires and experienced teammates. It combines program development with hands-on frontline support work to ensure training reflects real customer issues. Success is measured through trainee progress, ramp speed, CSAT, QA scores, and other performance outcomes. The trainer will partner closely with Support Leadership and a Training Lead in an evolving B2B SaaS environment. ## Role DNA A quick view of the complexity, pace, ownership and collaboration implied by the job description. ### Job Complexity 4/5EasyHard ### Pace & Pressure 4/5RelaxedFast-paced ### Autonomy Level 4/5GuidedFull ownership ### Communication Load 5/5IndependentCollaborative AI insightThe role requires translating complex SaaS product knowledge into effective learning experiences while continually improving programs from operational data. It also balances facilitation, coaching, content creation, and direct support-ticket work in a scaling organization. ## Salary analysis Estimated compensation compared with the broader UK market for similar roles. Estimated job median (per year)Highly competitive£82,000UK market range (per year)£60k–£90k0£99.00k AI insightAshby explicitly lists a yearly salary range of £64,000–£100,000, with a midpoint of £82,000. The estimated UK annual market range for a Support Trainer with B2B SaaS enablement and analytics responsibilities is £60,000–£90,000; this is an AI estimate rather than verified salary research. ## Core skills Skills and capabilities most closely associated with this opportunity. [Support training](https://jobicy.com/jobs?search_keywords=Support%20training.md)[Instructional design](https://jobicy.com/jobs?search_keywords=Instructional%20design.md)[B2B SaaS](https://jobicy.com/jobs?search_keywords=B2B%20SaaS.md)[Customer support](https://jobicy.com/jobs?search_keywords=Customer%20support.md)[Onboarding programs](https://jobicy.com/jobs?search_keywords=Onboarding%20programs.md)[Workshop facilitation](https://jobicy.com/jobs?search_keywords=Workshop%20facilitation.md)[Performance coaching](https://jobicy.com/jobs?search_keywords=Performance%20coaching.md)[Training needs analysis](https://jobicy.com/jobs?search_keywords=Training%20needs%20analysis.md)[Learning content development](https://jobicy.com/jobs?search_keywords=Learning%20content%20development.md)[Knowledge management](https://jobicy.com/jobs?search_keywords=Knowledge%20management.md)[CSAT analysis](https://jobicy.com/jobs?search_keywords=CSAT%20analysis.md)[Quality assurance](https://jobicy.com/jobs?search_keywords=Quality%20assurance.md)[Support ticket handling](https://jobicy.com/jobs?search_keywords=Support%20ticket%20handling.md)[Stakeholder collaboration](https://jobicy.com/jobs?search_keywords=Stakeholder%20collaboration.md)[Data-driven improvement](https://jobicy.com/jobs?search_keywords=Data-driven%20improvement.md) Sample interview questionsHow would you identify and address a gap in the onboarding program for new Support hires?I would combine trainee feedback, observation of live practice, ticket-quality reviews, QA results, and time-to-proficiency data to isolate the specific skill gap. I would then define the desired behavior, create or revise a targeted learning activity, pilot it with a small group, and measure its effect on ramp speed and quality before scaling it. How do you make a complex technical product topic accessible to learners with different levels of experience? I start with the real customer problem and the key concepts learners must apply, then structure content from foundational knowledge to realistic scenarios. I use concise guides, demonstrations, practice tickets, knowledge checks, and follow-up resources so learners can understand both the why and the operational steps. What metrics would you use to evaluate whether a training program is successful? Completion is only a baseline metric. I would track time to independent ticket handling, QA scores, CSAT, accuracy, escalation patterns, learner confidence, and manager feedback, then compare outcomes before and after training changes. How would you remain credible as a trainer while the Support product and processes continue to evolve? I would maintain a regular frontline support rotation, monitor product releases and recurring ticket themes, and build close feedback loops with Support teammates and product partners. This keeps training examples current and ensures materials reflect the actual work rather than an outdated ideal process. Describe how you would give constructive feedback to a trainee who is struggling with customer communication. I would use specific examples from their interactions, explain the impact on the customer experience, and distinguish the behavior from the individual. Together, we would agree on one or two observable improvements, practice with realistic scenarios, and schedule a follow-up review with clear success criteria. Opportunity details ## About this role. ### 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 program-building with hands-on training delivery. * You’re uncomfortable iterating on training programs based on feedback and changing product needs. ### About Ashby Ashby builds a suite of products that helps talent leaders, recruiters, and hiring managers run their hiring process significantly better. We raised a $50M Series D in July 2025 and support nearly 5,000 customers, including Shopify, Snowflake, OpenAI, Deliveroo, and Confluent. We’re growing much faster than 100% year over year, with a team of roughly 300 people across 22+ countries. Learn more at [ashbyhq.com](http://ashbyhq.com). ### About Go To Market We view our Support team as an extension of the product itself, one that ensures an optimal customer experience for customers ranging across all market segments. Here are a few points that should give you an idea of what it is like to work with us: * We spend a lot of time building best-in-class products since we believe a highly differentiated product is easier to sell. * We also spend a lot of time building a best-in-class customer experience. We aim to offer deep expertise whenever we interact with prospects and customers. * We strongly believe that small teams with very talented people and the right work environment deliver much better performance than teams with large headcount. We value a strong sense of ownership, principled thinking over experience, and thoughtful communication (we put a lot of effort into using the right communication channels) – we’ll get into these and other values during the hiring process. You can take a look at our[Leadership Principles](https://www.ashbyhq.com/blog/culture/ashbys-leadership-principles) to get a sense of what we value in People Leaders at Ashby. ### Interview process Our interview process is thorough and designed to give you enough information to assess whether Ashby is the right fit for you, while helping us evaluate technical reasoning, communication precision, and ownership. * Intro call with Recruiting — 30 min * Hiring Manager interview — 45–60 min * Take-home assessment — 5 days to complete * Virtual onsite — 120 min Coaching for Customer Impact — 30 min * Measuring Training Systems — 30 min * Frontline Support Partnership — 30 min * Closing questions — 15 min ### Benefits Benefits vary by country and are shared in more detail during the process. International employees receive statutory benefits and, where available, employer-paid supplemental health coverage. * 10-year exercise window for stock options. You shouldn’t feel pressure to purchase stock options if you leave Ashby —do it when you feel financially comfortable. * Unlimited PTO. Expect “Vacation?” in our one-on-one agenda until you start taking it 😅 * A $1,200 annual learning and professional-development budget. * A one-time $2,000 home-office setup budget for furniture, monitors, peripherals, and ergonomic equipment, plus a company-provided laptop. * Opportunities to spend time with teammates through an annual company offsite, team offsites, local meetups, and virtual events. * Extended health benefits for you and your dependents (subject to availability with our Employer of Record) Ashby provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetics, sexual orientation, gender identity, or gender expression. We are committed to a diverse and inclusive workforce and welcome people from all backgrounds, experiences, perspectives, and abilities. Ashby is committed to a fair and transparent hiring process. We confirm that this advertisement is for an active, existing vacancy within our organization. Please be advised that we may use artificial intelligence-driven tools to assist our recruitment team in screening, assessing, and selecting candidates for this position. 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