Product Support Specialist – LATAM

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 Should Apply If:

• 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 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!