Product Support Specialist - EMEA in London

Hello! I’m Laura, Support Manager at Ashby. We are hiring Product Support Specialists in Europe. Note: 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.

Over the past few years, we’ve built a team of Ashby experts who delight customers through keen attention to detail, deep product knowledge, and fast, thoughtful support. By joining the team, you’ll contribute to delivering that same world-class experience.

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.

• Work closely with customers daily to troubleshoot integrations and guide them through detailed workflows and best practices.
• Engage in projects that improve the team and product experience, such as enabling technical up-leveling and developing workflow automation.
• Past projects the team has taken on include absorbing and synthesizing highly technical work from the Engineering Team to create enablement for technical up-leveling of the broader Support Team and developing workflow automation for better team cohesion and efficacy.

• You have experience with and are excited to learn the ins and outs of a complex and rapidly evolving product.
• You’re curious and seek answers beyond what’s on the surface to improve workflows and customer solutions.
• You have strong problem-solving skills and can define the scope of a problem and create a comprehensive solution.
• You delight customers with keen attention to detail, thorough and clear responses, and empathy.
• You demonstrate ownership in finding solutions for customers and make principled decisions to solve problems.
• You have offered B2B support to customers, ranging from small businesses to enterprise organizations.

• You avoid getting into the weeds of solving technical problems; our support team is highly technical and tackles deeply complex tickets.
• You prefer swift triage and quick escalation to Engineering without attempting comprehensive solutions.
• You prefer a product you can quickly master (e.g., a point solution) rather than a rapidly evolving product with broader surface area.
• You value in-office culture for motivation; this role is remote (Ashby’s office is in San Francisco), so we’re seeking self-starters.

About Ashby: We’re building the next generation of enterprise software, starting with a suite of products that help talent leaders, recruiters, and hiring managers run their hiring process significantly better. We are well-funded and backed by investors including Y Combinator, Elad Gil, and Lachy Groom. We publicly launched in October 2022 and are already working with amazing companies we’re proud to partner with. This is an exciting time to join.

We view our Support team as an extension of the product itself, ensuring an optimal customer experience across market segments. Key aspects include:

• Building best-in-class products and a strong customer experience with deep expertise during interactions.
• Small teams with talented people and the right work environment deliver better performance.
• We value ownership, principled thinking, and thoughtful communication, and we’ll discuss these values during the hiring process.

• Intro Call with Recruiting – 30 Minutes
• Take Home Assessment – 1 week to complete
• Hiring Manager Interview – 45–60 Minutes
• Virtual Onsite – 90 Minutes

Ashby is a highly complex product, and we invest in ensuring our support team members are experts on the platform. The first 30 days focus on onboarding and learning the product. You’ll begin taking tickets in week one and start making an impact while continuing to build confidence and depth in the platform.

• 10-year option window for stock options; you can choose to purchase stock options when you feel financially comfortable.
• Unlimited PTO. Vacation discussions are expected in one-on-one meetings until you start taking time off.
• Twelve weeks of fully paid family leave in the US; expansion to other countries as appropriate.
• Generous equipment, software, and office furniture budget to support productivity.
• $100/month education budget with manager approval for higher-cost items (e.g., conferences).

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.