Product Support Specialist

hace 4 meses

Colombia Huila Mural (Analytics) A tiempo completo

Hello I’m Allie, Head of Support here at Ashby.

I'm excited to share that we're hiring a Product Support Specialist located in LATAM This hire will be located in Mexico, Costa Rica or Colombia.

In this role, you will spend a lot of time working directly with customers. You’ll also spend time on projects that make the work that we do better. Past projects our team has taken on include:

- Curating customer feedback into a weekly digest distributed to the entire company
- Writing and improving help documentation
- Automating tasks and operationalizing processes to save the team time

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.

**Role Requirements**:

- You have experience with and are excited to learn the ins and outs of a complex and rapidly evolving product (tools like Zapier, HubSpot, and Acuity Scheduling).
- You have offered B2B support to customers, ranging from Small Business through Enterprise organizations.
- You have experience working toward common goals with cross-functional stakeholders (such as Sales, Product, Engineering, or Operations).
- 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 proactive 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 are eager to take ownership. When given a problem, you proactively make decisions rooted in principled thinking to solve it.
- 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 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**:
Our Support team is a part of our Customer Success department, and thus is a part of our Go To Market function. 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 hope our 9.8 Support rating on G2 signals this).
- We strongly believe that small teams with very talented people and the right work environment deliver much high performance and we're built accordingly.

**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** - 45-60 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 be largely focused 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**:

- Competitive salary and equity.
- _ 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 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.
- If you’re in the US, top-notch health insurance for you and you

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