Product Support Specialist

Salary: $20K - $30K Employment Type: Full-Time Location Type: Remote

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Position Overview

Ashby is seeking a Product Support Specialist to join our growing team, located in Mexico. This role is designed for individuals who are passionate about providing world-class support to customers globally. You will be instrumental in helping our customers navigate and maximize the value of Ashby's comprehensive and complex product.

Important Note: This position requires coverage of weekend shifts, with weekdays off. The expected schedule is Sundays through Thursdays, 9:00 AM to 6:00 PM Pacific Time. Occasional schedule adjustments may be necessary to accommodate holidays, coverage needs, or business demands.

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Responsibilities

In this role, you will:

• Engage directly with customers to provide support.
• Troubleshoot complex integrations and provide detailed workflow instructions.
• Contribute to projects aimed at improving team efficiency and product enablement.
• Synthesize highly technical information from the Engineering Team to create enablement resources for the Support Team.
• Develop workflow automation to enhance team cohesion and efficacy.

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Requirements

You should apply if you:

• Have experience with and are eager to learn the intricacies of a complex, rapidly evolving product.
• Are curious and driven to find answers beyond the surface level, both in customer interactions and solution creation.
• Possess strong problem-solving skills, adept at defining problem scope and creating comprehensive solutions.
• Excel at delighting customers through keen attention to detail, thorough and clear communication, and empathy.
• Prioritize ownership in finding customer solutions, making proactive decisions rooted in principled thinking.
• Have experience providing B2B support to a range of organizations, from Small Business to Enterprise.

You should not apply if you:

• Avoid deep technical problem-solving; our support team is highly technical and capable of handling complex tickets.
• Prefer to triage tickets swiftly and rely on escalating to Engineering early without attempting comprehensive solutions.
• Prefer to support products with a limited scope that can be quickly mastered, rather than a product with significant surface area that is rapidly evolving.
• Value an in-office culture for motivation; this is a remote role, and we seek self-starters.

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About Ashby

Ashby is building the next generation of enterprise software, starting with a suite of products designed to significantly improve hiring processes for talent leaders, recruiters, and hiring managers. We publicly launched in October 2022 and are already partnering with impressive companies.

We are well-funded, backed by notable investors including Y Combinator, Elad Gil, and Lachy Groom. We have cultivated an incredible team and an exceptional product, and we are just getting started. This is an opportune moment to join our journey.

Learn more: https://www.ashbyhq.com/

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About Go To Market

Our Support team is considered an extension of the product itself, dedicated to ensuring an optimal customer experience across all market segments.