Support Manager - Americas

Ashby • San Francisco, CA

24d

About The Position

Caring deeply about our customers is one of our favorite Ashby Operating Principles in Support. As we continue to grow our Product Support Team with the customer experience at the heart of everything we do, we're excited to hire a Manager of Product Support to our Americas team. In this role, you'll lead an incredible group of Technical Support Specialists, collaborate closely with a high-performing team of Support Managers, and help shape how we scale exceptional customer support globally.
About this role:
This is a unique opportunity to take ownership of a region. As our third regional manager in the Americas, you won’t just be managing a team. You’ll be building and shaping how Support operates as we scale. This role requires someone who thrives in ambiguity, has a passion for building and can balance strategic foresight with operational execution. You’ll need to be both a strong advocate for our customers and for your team, as we continue to grow Support in line with our ambitious company goals.
You will partner with other Support leaders and operations to develop and implement effective Support strategies, monitor key performance indicators, and resolve escalated customer issues. You will collaborate closely with Product, Engineering, and the broader Customer Success Teams to address customer needs, maintain support documentation, and uplevel the customer experience. You will stay current with industry trends to continuously improve support processes, foster a positive team environment, and drive professional growth and development within the support team.
When you start, you’ll work closely with our Director of Support and VP of Customer Success – you’ll inherit a team of ~7 Product Support Specialists and will grow this team further once you’re ramped.

Requirements

• Support Leadership: You have a proven track record of leading and growing high-performing and highly technical B2B SaaS Support organizations, while driving a culture of excellence and empathy.
• Systematic thinking: You proactively address thematic customer issues and improve Support processes, leveraging Support technologies and innovative processes to enhance the efficiency and efficacy of the Support team.
• Customer-Centric: You have a deep understanding of B2B customer needs and have a history of ensuring outstanding support experiences.
• Strong Technical Background: You have experience working with complex B2B software products and can understand, troubleshoot, and communicate technical concepts effectively. While you may not be an engineer, you are comfortable discussing APIs, integrations, and system workflows with technical teams and translating that knowledge into actionable insights for the Support team.
• Timely Issue Resolution: You are invested in overseeing the resolution of complex technical issues in alignment of our SLAs.
• Analytical: You are comfortable using data and metrics to drive decision-making, continually improving both the team and customer experience.
• Technical expertise: You are well versed in Support organisations, related KPIs, and related systems (ticketing, analytics, Help Center, etc.).

Nice To Haves

• You care deeply about both the customer and employee experience and derive satisfaction from enabling others to be successful.
• You strive to become a product and industry expert. You align with the goal of creating differentiation via the Support experience and being a go-to partner for your team members. You recognize the expertise the team possesses and are continuously striving to learn and maintain your own expertise in the product.
• Your peers describe you as being detail-oriented. You take pride in operational efficiencies and consider processes from a holistic perspective.
• You know process matters. You are eager to improve processes and workflows to enhance efficiency and efficacy.
• You love to coach and enable. You see every teaching moment as an opportunity and are excited to help teams grow functionally and expand their technical knowledge.
• You enjoy analysing the Support journey and identifying opportunities for self-service and delivery improvements.
• You thrive in representing the voice-of-the-customer as you hone internal processes, as well as advocating for manageable and efficient processes for Support Specialists.

Responsibilities

• Develop and implement effective Support strategies
• Monitor key performance indicators
• Resolve escalated customer issues
• Collaborate closely with Product, Engineering, and the broader Customer Success Teams to address customer needs
• Maintain support documentation
• Uplevel the customer experience
• Stay current with industry trends to continuously improve support processes
• Foster a positive team environment
• Drive professional growth and development within the support team

Benefits

• You’ll get the time to do things the right way; we put a lot of emphasis on high quality work and avoid quick hacks as much as possible.
• You get to sell a product that our prospects & customers are truly excited about.
• Competitive compensation is offered.
• 10-year exercise window for stock options. You shouldn’t feel pressure to purchase stock options if you leave Ashby —do it when you feel financially comfortable.
• Unlimited PTO. Expect “Vacation?” in our one-on-one agenda until you start taking it 😅
• Generous equipment, software, and office furniture budget. Get what you need to be happy and productive!
• $100/month education budget with more expensive items (like conferences) covered with manager approval.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed