Company Name: Ashby
Location: Remote – LATAM, Colombia
Job Type: Full-time
Salary Range: $20K – $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 looking for a highly curious and problem-solving Product Support Specialist to join our fully remote team, specifically supporting our customers in Colombia and across the LATAM region. 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 on the front lines of 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 boost 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.
Duties and Responsibilities
- Show experience with and excitement to learn the ins and outs of a complex and rapidly evolving product, quickly becoming a product expert.
- Exhibit strong curiosity when addressing customer inquiries and creating efficient workflow solutions.
- Apply strong problem-solving skills to define the scope of a problem and craft comprehensive solutions for customers.
- Prioritize customer delight through keen attention to detail and by providing thorough, clear, and empathetic responses.
- Take ownership in finding solutions for customers, proactively making decisions rooted in principled thinking.
- Offer B2B support to customers ranging from Small Business through Enterprise organizations.
- Work on tickets requiring complex integration troubleshooting and provide detailed workflow instructions.
- Absorb and synthesize highly technical work from the Engineering Team for internal team enablement, translating complex information into understandable insights.
- Possess experience developing workflow automation to streamline support processes.
- Demonstrate a self-starter mentality, as this role is fully remote.
Qualifications
- Experience Level: This role is ideal for a Mid-Level professional. While specific years aren’t listed, strong foundational skills in B2B support and an aptitude for learning complex products are key.
- Education Requirement: Relevant experience or a Bachelor’s degree in a related field is typically preferred.
- Required Skills:
- Experience with and excitement to learn the ins and outs of a complex and rapidly evolving product.
- Curiosity (both in addressing customers and creating solutions that improve workflows).
- Strong problem-solving skills (defining the scope of a problem and creating a comprehensive solution).
- Customer delight (keen attention to detail, thorough and clear responses, empathy).
- Prioritization of ownership in finding solutions for customers (proactively making decisions rooted in principled thinking).
- Experience offering B2B support to customers, ranging from Small Business through Enterprise organizations.
- Ability to work on tickets requiring complex integration troubleshooting.
- Ability to provide customers with detailed workflow instructions.
- Ability to absorb and synthesize highly technical work from the Engineering Team to create enablement for the broader Support Team.
- Experience developing workflow automation.
- Self-starter mentality, as the role is remote.
Salary and Benefits
Ashby offers a competitive annual salary ranging from $20K – $40K yearly, plus Equity, for this full-time Product Support Specialist (Colombia) position. We believe in investing in our employees and offer a comprehensive benefits package designed to support your overall well-being and professional growth. Specific benefits vary by region but typically include robust health insurance options, generous paid time off, and opportunities for continuous learning and career development in a high-growth SaaS environment.
Working Conditions
This is a full-time, remote position, specifically supporting the LATAM region from Colombia. You’ll work from your home office, using 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. The environment is fast-paced and rapidly evolving, typical of a B2B SaaS company. You’ll need to be a self-starter and manage your time effectively in this remote setting.
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 chance 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 LATAM region.
