Team
We're a nimble team of humans working together to do big things.
Ashby is a remote-first company with colleagues working from 14 countries in North America and Europe. We meet in person at least once a year in Europe and in our office in San Francisco.
Our 2022 holiday book exchange ๐
Something I'm proud of at Ashby...
I'm working on a workflow to improve our process around collecting feature requests from our customers and reaching out once a feature is released. I love the work our team puts into delighting our customers!
Something I've helped the team with...
I've started drafting internal product documentation for our Support team. I love documenting and consolidating this information in one place for everyone to access.
Most surprising thing about Ashby...
Ashby is a customizable product which makes it a very powerful tool to use. Not all companies and jobs are the same, and I love how flows within Ashby can be easily adjusted to fit business needs.
Something I'm proud of at Ashby...
I've helped onboard our second Analytics Support hire and developed relationships with several of our customers.
Something I've helped the team with...
I've improved internal resources for our Analytics Support team, which in turn has made it easier to provide those resources to customers.
Most surprising thing about Ashby...
The most surprising thing about Ashby is how quickly and intentionally changes or updates are made in order to better support employees and customers.
Something I'm proud of at Ashby...
I've worked with Ravan to improve and streamline our support processes so that we can maintain our support quality as we grow.
Something I've helped the team with...
I've helped improve internal documentation and the onboarding process for new hires.
Most surprising thing about Ashby...
How incredibly robust the product is. It seems like on an almost-daily basis I learn something new about what Ashby can do.
Something I'm proud of at Ashby...
I've built a system for quantifying how-to questions customers ask in Ashby. That data-driven approach is aimed to identify frequently asked questions that can be deflected by response with an article using generative AI automation tools. As a result, responses to questions that don't require troubleshooting can be automated, improving response time and saving Support team effort on other tasks.
Something I've helped the team with...
I created a training on Post-Hire integrations. The training includes necessary details to save the team's time on troubleshooting as well as the list of existing issues and support tickets for context on what to expect from an integration and how to resolve integration questions in the most efficient way.
Most surprising thing about Ashby...
The most surprising thing is the team behind Ashby: how professional everyone is and how everyone works on customer experience.
Something I'm proud of at Ashby...
I'm excited to be a part of the team that reviews, updates, and creates new guides for our customers. It helps our customers feel confident in the tools they're using and ensures that everyone understands the purpose and possibilities of the amazing features Ashby has.
Something I've helped the team with...
I'm currently working with a teammate to review, update, and create internal documentation, so that everyone at Ashby can stay up-to-date with new or updated features and workflows.
Most surprising thing about Ashby...
I continue to be pleasantly surprised at how kind, inclusive, and supportive everyone is. Across departments and teams, we're all here to help each other and that feels great.
Something I'm proud of at Ashby...
I have been so excited to expand our team to include Customer Education and Knowledge Management. Even while still being in the building stages, the foundation we have laid for enablement has driven improvements in our content and related processes. The opportunity to further enable our customers to solve challenges and improve the TA experience using Ashby has been great to see.
Something I've helped the team with...
I restructured our onboarding approach in Support to group learning modules and materials by product area. This has been helpful in giving our new Support folks a deep understanding of the platform, but has made it's way to other Ashby newcomers on other teams.
Most surprising thing about Ashby...
I have learned that it is very possible to move swiftly while being intentional and thoughtful in one's approach. In other organizations, it can be easy to conflate being busy with being productive. It is not that way at Ashby. Having both the responsibility and sense of ownership to approach challenges with deliberate care and collaboration yields stronger results, better change management, and ultimately happier people. It's a unique approach that makes Ashby special.
Something I'm excited to work on at Ashby...
I'm passionate about helping nurture the growth of our support team like implementing a structured mentoring program and regular knowledge-sharing sessions to elevate the overall expertise of our team.
My onboarding experience at Ashby...
My onboarding experience at Ashby has been excellent. I especially loved the flexibility of the self-learn option. It demonstrated Ashby's trust in new employees and respect for different learning styles. The comprehensive resources made it easy to find answers to my questions, helping me feel more confident as I settled into my role.
Most surprising thing about Ashby...
The whole async approach :D I didn't see that coming! But it's been a game-changer. It's pretty cool how we can all work on our own schedules but still get things done smoothly. It shows Ashby really trusts us to manage our time well. Plus, it's great for work-life balance. Definitely a pleasant surprise!
Something I'm proud of at Ashby...
I have incorporated daily checks to look into any urgent issues flagged by our engineering teams into my workflow. This helps to ensure that we promptly reach out to our users whenever challenges arise to ensure they are aware and can make any updates that are needed to resolve the issue.
Something I've helped the team with...
I find a lot of value in team collaboration and effective troubleshooting, which has led me to ask frequent questions to our support team, even if the questions feel straightforward. This has helped encourage a culture of open communication within our team and lays the groundwork for new teammates to feel empowered to ask questions.
Most surprising thing about Ashby...
The value that is placed on user feedback when considering updates to the platform has really surprised me in my time here at Ashby! All user feedback is taken into account when releasing new features or updates, and updates are released all the time.
Something I'm proud of at Ashby...
As the first hire in the APAC region, I was instrumental in enabling Ashby to offer 24/7 support, significantly improving our responsiveness and service quality in the region. Additionally, I provided crucial support to the next hire by sharing in-depth product knowledge and facilitating their onboarding, which ensured a smooth integration and continued enhancement of our regional support operations.
Something I've helped the team with...
I have helped in enhancing our already highly praised onboarding process at Ashby by suggesting ideas that would refine and expand the Support onboarding experience, I've helped new team members integrate more smoothly and quickly into our culture and operations. This ongoing improvement has made it easier for new hires to get up to speed, ultimately boosting their productivity and satisfaction, and contributing to a stronger, more cohesive team overall.
Most surprising thing about Ashby...
The leadership team truly cares for and listens to the stakeholders! And how thoughtful communication just works!
Something I'm proud of at Ashby...
I've helped to improve functionality of internal tools that are used to track issues sothat we can provide our users with timely updates. I appreciate how every person on the team is given the agency to make improvements when needed!
Something I've helped the team with...
I've collaborated with other team members to keep internal documentation up-to-date and am working on ways to improve documentation of processes so the team can support our customers most efficiently.
Most surprising thing about Ashby...
How quickly the product evolves and how thoughtfully executed every change has been!
