Product Support Specialist

Hello I'm Laura, a Support Manager at Ashby. I'm excited to share that we're hiring a Product Support Specialist in the APAC region, specifically in Australia .

Please note: at this time, we are seeking Product Support Specialists to cover weekend shifts, as a tradeoff for a weekday. Our available shifts cover a Tuesday through Saturday schedule, or a Sunday through Thursday schedule. Occasional schedule changes may be required to accommodate holidays, coverage gaps, or business demands. You may let us know your preferred working hours in the application.

Over the past few years, we've built a team of Ashby experts who delight our customers with their keen attention to detail, deep product knowledge, and fast service. In joining us, you'd bring that same level of world-class support to our customers based in Europe and Asia.

In this role, you will spend a lot of time working directly with customers. Ashby's product encompasses a wide breadth, and is quite complex. In this role, you can expect to work on tickets requiring complex integration troubleshooting, to providing customers with detailed workflow instructions.

You'll also spend time on projects that make the work that we do better. Past projects our team has taken on include:

• Absorbing and synthesizing highly technical work from our Engineering Team to create enablement for technical up-leveling of the broader Support Team

• Developing workflow automation allowing for better team cohesion and efficacy

As a company, we value a strong sense of ownership, principled thinking over experience, and thoughtful communication. These and other values we'll discuss in more detail during the interview process inform how we do the work.

You Should Apply If:

• You have experience with and are excited to learn the ins and outs of a complex and rapidly evolving product

• You're curious—both in addressing customers and creating solutions that improve our workflows. You seek the answers beyond what's on the surface.

• You have strong problem-solving skills. You're skilled at both defining the scope of a problem and creating a comprehensive solution.

• You delight customers. You possess keen attention to detail, ensure your responses are thorough and clear, and are empathetic along the way.

• You prioritize ownership in finding solutions for customers. When given a problem, you proactively make decisions rooted in principled thinking to solve it.

• You have offered B2B support to customers, ranging from Small Business through Enterprise organizations.

You Should Not Apply If:

• You avoid getting in the weeds of solving technical problems: each member of our support team is highly technical and capable of solving deeply complex tickets

• You prefer to triage tickets swiftly; if tagging in Engineering early on (without attempting comprehensive solutions) is an exhale moment, this is likely not a great fit

• You prefer to support a product you can know the ins and outs of quickly (such as a point solution) rather than a product that is rapidly evolving with quite a bit of surface area

• You value in-office culture for motivation; this role is remote (given our office is in San Francisco) so we're seeking self-starters

About Ashby

We're building the next generation of enterprise software, and we're starting with a suite of products that help talent leaders, recruiters, and hiring managers run their hiring process significantly better. Learn more on our website:

We are well-funded and backed by great investors, including Y Combinator, Elad Gil and Lachy Groom. We publicly launched in October 2022 and are already work with amazing companies we're proud to partner with.

We've built an incredible team and exceptional product over the past few years, and we truly are just getting started. In short, this is the perfect time to join

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.

Interview Process

Our interview process is thorough — we aim to ensure each person that joins the team is the right fit for Ashby and will provide ample information for you to assess if Ashby is the right fit for you. The process for this role is as follows:

• Intro Call with Recruiting - 30 Minutes

• Take Home Assessment - 1 week to complete

• Hiring Manager Interview Minutes

• Virtual Onsite - 90 Minutes

Onboarding Process

Ashby is a highly complex product, and we invest a lot of time in ensuring our support team members are experts on the platform. Your first 30 days will primarily focus on learning the finer points of the products; you may not respond directly to a customer in that time but don't worry, you'll be plenty busy learning

Benefits

• 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 with four weeks is recommended per year. Expect "Vacation?" in our one-on-one agenda until you start taking it

• Twelve weeks of fully paid family leave in the US. We plan to expand this to employees in other countries as situations arise.

• Generous equipment, software, and office furniture budget. Get what you need to be happy and productive

• $100/month education budget with more expensive items (like conferences) covered with manager approval.

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.

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