Product Support Specialist

🕒 March 27

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Ashby

WebsiteLinkedInAll Job Openings

51 - 200 employees

Ashby helps scaling companies achieve their ambitious growth targets. With Ashby, teams of all sizes can run a fast and efficient hiring process. Trusted by companies including Opendoor, Figma, Notion, Deel and Modern Treasury.

📋 Description

• Work closely with customers every day. • Handle everything from troubleshooting sophisticated integrations to guiding customers through detailed workflows and best practices. • Spend time on projects that make the work we do better, such as: • - 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.

🎯 Requirements

• You have experience with and are excited to learn the ins and outs of a complex and rapidly evolving product. • You’re curious—both when addressing customers and when 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 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!

🏖️ 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 😅 • Generous paid family leave*. • 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.