At a Glance
- Tasks: Support customers by troubleshooting and guiding them through our complex product.
- Company: Join Ashby, a forward-thinking tech company with a focus on customer satisfaction.
- Benefits: Enjoy unlimited PTO, stock options, and a generous education budget.
- Other info: Flexible working hours and a commitment to diversity and inclusion.
- Why this job: Make a real impact while working in a dynamic and supportive environment.
- Qualifications: Experience in B2B support and strong problem-solving skills required.
The predicted salary is between 64500 - 81500 £ per year.
About the Role
Hello! I’m Laura, Support Manager at Ashby. I'm excited to share that we're hiring Product Support Specialists in Europe. We’re currently hiring Product Support Specialists to work one weekend day in exchange for a weekday off. This role will follow either a Tuesday–Saturday or Sunday–Thursday schedule, with occasional adjustments for holidays or business needs. You can share your preferred working hours in your application.
Responsibilities
In this role, you’ll work closely with customers every day. Ashby is a broad and complex product, so you can expect to handle everything from troubleshooting sophisticated integrations to guiding customers through detailed workflows and best practices.
Project Work
- 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 to allow for better team cohesion and efficacy.
Qualifications
- Comfortable owning complex SaaS troubleshooting from first report through resolution, including isolating configuration issues, reproducing ambiguous behavior, and communicating clearly.
- Ability to explain technical issues concisely, think systematically, and operate with strong ownership in asynchronous environments, explaining the same issue differently depending on the audience while staying clear and direct.
- Curiosity when addressing customers and when creating solutions that improve our workflows, seeking answers beyond the surface.
- Customer delight mindset with keen attention to detail, thorough and clear responses, and empathy.
- Ability to balance investigation, customer communication, and escalation quality in a fast‑moving environment.
- Experience in B2B support across company sizes, from SMB to enterprise.
Interview Process
- Intro Call with Recruiting – 30 minutes
- Take Home Assessment – 1 week to complete
- Hiring Manager Interview – 45‑60 minutes
- Final Round Interview – 90 minutes
Onboarding Process
Your first 30 days will focus primarily on onboarding and learning the product. With support and guidance, you’ll begin taking tickets in week one, so you can start getting to know our customers, our processes, and begin making an impact right away, while continuing to build confidence and depth in the platform.
Benefits
- 10‑year exercise window for stock options. You aren’t pressured to purchase stock options if you leave Ashby—do it when you feel financially comfortable.
- Unlimited PTO.
- Twelve weeks of fully paid family leave in the US, with plans to expand to employees in other countries as situations arise.
- Generous equipment, software, and office furniture budget to keep you happy and productive.
- $100/month education budget with larger items covered with manager approval.
EEO Statement
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.
Compensation
Compensation Range: £64.5K – £81.5K
Product Support Specialist - EMEA employer: Ashby, Inc.
At Ashby, we pride ourselves on fostering a supportive and inclusive work culture that empowers our employees to thrive. As a Product Support Specialist in the EMEA region, you'll enjoy flexible working hours, unlimited PTO, and a generous education budget, all while contributing to a product that makes a real difference for our customers. With ample opportunities for professional growth and a commitment to employee well-being, Ashby is an excellent employer for those seeking meaningful and rewarding work.
StudySmarter Expert Advice🤫
We think this is how you could land Product Support Specialist - EMEA
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Ashby, Inc.. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Ashby, Inc. before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Product Support Specialist - EMEA
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Ashby, Inc.:Your cover letter is your chance to shine! Tell us why you want to work at Ashby, Inc. specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Ashby, Inc.!
How to prepare for a job interview at Ashby, Inc.
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
