Support Manager - Americas

Ashby • San Francisco, CA

23h

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. 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

• Proven track record of leading and growing high-performing and highly technical B2B SaaS Support organizations, while driving a culture of excellence and empathy
• 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
• Deep understanding of B2B customer needs and a history of ensuring outstanding support experiences
• Experience working with complex B2B software products
• Ability to understand, troubleshoot, and communicate technical concepts effectively
• Comfortable discussing APIs, integrations, and system workflows with technical teams and translating that knowledge into actionable insights for the Support team
• Invested in overseeing the resolution of complex technical issues in alignment of our SLAs
• Comfortable using data and metrics to drive decision-making, continually improving both the team and customer experience
• Well versed in Support organisations, related KPIs, and related systems (ticketing, analytics, Help Center, etc.)

Nice To Haves

• Care deeply about both the customer and employee experience and derive satisfaction from enabling others to be successful
• Strive to become a product and industry expert
• Align with the goal of creating differentiation via the Support experience and being a go-to partner for your team members
• Recognize the expertise the team possesses and are continuously striving to learn and maintain your own expertise in the product
• Are described by peers as being detail-oriented
• Take pride in operational efficiencies and consider processes from a holistic perspective
• Are eager to improve processes and workflows to enhance efficiency and efficacy
• Love to coach and enable, seeing every teaching moment as an opportunity and excited to help teams grow functionally and expand their technical knowledge
• Enjoy analysing the Support journey and identifying opportunities for self-service and delivery improvements
• 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

• Lead a group of Technical Support Specialists
• Collaborate closely with a high-performing team of Support Managers
• Help shape how to scale exceptional customer support globally
• Build and shape how Support operates as the company scales
• Advocate for customers and for the team
• Partner with other Support leaders and operations to 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
• Work closely with the Director of Support and VP of Customer Success
• Inherit and grow a team of ~7 Product Support Specialists
• Proactively address thematic customer issues and improve Support processes
• Leverage Support technologies and innovative processes to enhance the efficiency and efficacy of the Support team
• Oversee the resolution of complex technical issues in alignment of our SLAs
• Use data and metrics to drive decision-making, continually improving both the team and customer experience
• Identify and roll out new processes
• Handle customer-facing tickets, whether for escalation or ongoing learning
• Manage the daily Support workload according to urgency, SLAs, and staffing

Benefits

• 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
• Get to sell a product that our prospects & customers are truly excited about
• Competitive compensation is offered
• 10-year exercise window for stock options
• Unlimited PTO
• Generous equipment, software, and office furniture budget
• $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