Customer Experience Team Leader
Guesty
Go
Salary
💰 $75,000 - $85,000 per year
Job Level
Mid-LevelSenior
Tech Stack
Go
About the role
- Hello! I’m Jason, Support Manager at Ashby. I'm excited to share that we're hiring a Product Support Specialist in North America
- Please note: at this time, we are seeking Product Support Specialists to cover weekend shifts, as a tradeoff for a weekday. Specifically, we're looking to hire someone to cover a Sunday through Thursday schedule, in Pacific time hours. Occasional schedule changes may be required to accommodate holidays, coverage gaps, or business demands. You may let us know your preferred working hours in the application.
- Over the past few years, we’ve built a team of Ashby experts who delight our customers with their keen attention to detail, deep product knowledge, and fast service. In joining us, you’d bring that same level of world-class support to our customers based in Europe and Asia.
- In this role, you will spend a lot of time working directly with customers. Ashby’s product encompasses a wide breadth, and is quite complex. In this role, you can expect to work on tickets requiring complex integration troubleshooting, to providing customers with detailed workflow instructions.
- You’ll also spend time on projects that make the work that we do better. Past projects our team has taken on include:
- 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
- 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.
- Interview Process
- 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 primarily focus 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
- 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 😅
- 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 your dependents with all premiums covered by us.
- 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.
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 in addressing customers and 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.
