Product Support Specialist - NAMER

at  Mural Analytics

Hello! I’m Allie, the Head of Support at Ashby.
I’m excited to share that we’re hiring a Senior Product Support Specialist located in NAMER! .

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.

YOU SHOULD NOT APPLY IF:

• 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!

ROLE REQUIREMENTS:

• You have experience with and are excited to learn the ins and outs of a complex and rapidly evolving product
• 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).

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 tim

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 - 30-45 Minutes
• Virtual Onsite - 90 Minute