Head of Global Support

Join Ashby as the Head of Global Support, where you'll lead a dedicated team in delivering exceptional support across all customer segments. You'll define how to scale support as our customer base and product suite grow, driving continuous improvement and advancing automation. Enjoy benefits such as unlimited PTO, fully paid family leave, and a generous education budget.

Lead and scale a high-performing global support team, focusing on delivering exceptional customer support across all segments.

Leadership: You have a proven track record of successfully leading and scaling high-performing SaaS Customer Support Teams (we raised our Series D last year and are poised for continued growth)

Customer-Centric Platform Experience: You lead an exceptional global support function for a complex suite of B2B SaaS products, delivering a measurable best-in-class experience

About Ashby

📈 You are a strategic problem solver. You thrive at solving complex challenges with principled, scalable solutions

⚡️You are process-oriented – not for bureaucracy’s sake, but because great systems free people to do their best work

🎧 You are a great listener. You see your role as 1) advocate for the Support Team as well as 2) voice of the customer to internal stakeholders so we can ensure that our product roadmap continues to move our work forward

⭐ You stay close to the product. You believe that truly exceptional support comes from deep product understanding – and that everyone on the team shares responsibility for knowing, using, and championing the product we build

🧠 You are high ceiling. We’re prioritizing high trajectory, principled thinkers over folks who are resting on ‘seen it, done it’

Responsibilities

• Define and implement strategies to enhance support operations, including automation, continuous improvement, and evolving the 24/7 support model.
• Collaborate with cross-functional stakeholders to align support insights with product development and customer outcomes.
• Cross-functional Partnership: You collaborate effectively with cross-functional stakeholders across Customer Success, Sales, Product, Engineering, and Operations to align support insights with roadmap and customer outcomes
• Strategic & Operational: You demonstrate a strong command of support operations, including SLAs, schedule optimization, and queue management. You’re experienced in designing efficient support models (ideally including 24/7 coverage, escalation workflows, and specialization). You know how to move resolution up-funnel
• Training and Development: You are excited to further our training programs with the goal of empowering our team with the skills and knowledge required to excel in the Support function
• 📣 You communicate with clarity. You ask precise questions and can distill complex concepts into simple themes

Requirements

• Data-Driven, Innovative, and Operational: You leverage data and technology to improve efficiency and quality; comfortable using metrics (CSAT, response times, self-service rates) to inform decisions. You view metrics as a window into the customer experience, not just operational goals, and translate insights into actions that elevate their experience. You proactively address thematic customer issues and improve Support processes to enhance both the efficiency and efficacy of the Support Team
• 🔍 Your peers describe you as detail oriented. You take pride in internal operations

Pay

USD 200,000 - 300,000