Company Name: Ashby
Location: Remote – APAC (specifically Singapore and the Philippines)
Job Type: Full-time
Salary Range: Singapore: $56K – $75K yearly (plus Equity) | Philippines: $30K – $40K yearly (plus Equity)
Industry: B2B SaaS (Software as a Service) / Recruiting Technology
Job Overview
Ashby is a leading B2B SaaS company that’s revolutionizing Recruiting Technology, empowering businesses to optimize their hiring processes. We’re seeking a highly curious and problem-solving Product Support Specialist – APAC to join our fully remote team, specifically supporting our customers across Singapore and the Philippines. This Full-time role offers a unique opportunity to become an expert in a complex and rapidly evolving product, delivering exceptional support and delighting customers.
As a Product Support Specialist, you’ll be at the forefront of providing B2B support, tackling complex integration troubleshooting, and proactively finding solutions that ensure customer success. You’ll play a vital role in synthesizing highly technical information for team enablement and developing workflow automation to enhance team efficacy. If you have a passion for customer delight, thrive on learning new technologies, and are eager to contribute to a dynamic and fast-paced environment, Ashby invites you to join our innovative team in the APAC region.
Duties and Responsibilities
- Demonstrate experience with and excitement to learn a complex and rapidly evolving product, quickly becoming a product expert.
- Exhibit strong curiosity in addressing customer inquiries and creating efficient workflow solutions.
- Apply strong problem-solving skills to define the scope of issues and create comprehensive solutions for customers.
- Prioritize delighting customers through keen attention to detail and providing thorough, clear, and empathetic responses.
- Take ownership in finding solutions, proactively making principled decisions to resolve customer challenges.
- Provide effective B2B support to customers ranging from Small Business through Enterprise organizations.
- Work on tickets requiring complex integration troubleshooting and provide detailed workflow instructions to customers.
- Absorb and synthesize highly technical work from the Engineering Team for internal team enablement, translating complex information into understandable insights.
- Develop workflow automation for team cohesion and efficacy, streamlining support processes.
- Be willing to cover weekend shifts, with Wednesday-Sunday or Saturday-Thursday schedules available.
Qualifications
- Experience Level: Not explicitly stated with years, but “experience with…complex product” and “B2B support experience” suggest a relevant background. Given the 30-day onboarding focused on learning the product, it might lean towards a Mid-Level role where strong foundational skills are present, but product-specific expertise will be built.
- Education Requirement: Relevant experience or a Bachelor’s degree in a related field is typically preferred.
- Required Skills:
- Experience with and excitement to learn a complex and rapidly evolving product.
- Curiosity (in addressing customers and creating workflow solutions).
- Strong problem-solving skills (defining scope and creating comprehensive solutions).
- Delighting customers (keen attention to detail, thorough/clear/empathetic responses).
- Prioritizing ownership in finding solutions (proactively making principled decisions).
- Experience offering B2B support to customers ranging from Small Business through Enterprise organizations.
- Ability to work on tickets requiring complex integration troubleshooting and providing detailed workflow instructions.
- Ability to absorb and synthesize highly technical work from the Engineering Team for team enablement.
- Developing workflow automation for team cohesion and efficacy.
- Willingness to cover weekend shifts (Wednesday-Sunday or Saturday-Thursday schedules available).
Salary and Benefits
Ashby offers competitive annual salaries for this Full-time Product Support Specialist – APAC position: Singapore: $56K – $75K yearly (plus Equity) and Philippines: $30K – $40K yearly (plus Equity). We believe in investing in our employees and offer a comprehensive benefits package designed to support your overall well-being and professional growth. While specific benefits vary by region, they typically include robust health insurance options, generous paid time off, and opportunities for continuous learning and career development in a high-growth SaaS environment, complemented by equity in the company.
Working Conditions
This is a Full-time, Remote position, specifically supporting the APAC region (Singapore and the Philippines). You will work from your home office, utilizing various communication and support tools to interact with customers and internal teams. The role demands strong problem-solving skills, meticulous attention to detail, and the ability to manage complex support tickets independently. You will be expected to cover weekend shifts, with available Wednesday-Sunday or Saturday-Thursday schedules. The environment is fast-paced and rapidly evolving, typical of a B2B SaaS company.
Why Work with Us
At Ashby, we’re building the future of Recruiting Technology, and we’re looking for passionate individuals to join us on this exciting journey. We’re a rapidly growing B2B SaaS company with a culture that values curiosity, problem-solving, and a genuine commitment to delighting our customers.
As a Product Support Specialist, you’ll have the opportunity to become an expert in a cutting-edge product, directly influencing customer success and contributing to the scalability of our support operations. You’ll work in a highly autonomous remote environment, where your ability to troubleshoot, synthesize technical information, and delight customers will be celebrated. If you’re ready to make a significant impact in the recruiting tech space and thrive in a fast-paced, customer-oriented culture, Ashby offers an unparalleled opportunity for your career in the APAC region.
