Head of Global Support

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee a global Support organization comprising Heads of Support, Managers, and technically skilled individual contributors.

• Aim to nearly double the size of the Support team within the next year.

• Establish a framework for how Ashby will scale Support as its customer base and product offerings expand.

• Collaborate with leadership across Product, Engineering, Customer Success, Sales, and Operations.

• Promote ongoing enhancements and push for Support automation.

• Advance the 24/7 Support model.

• Manage Service Level Agreements (SLAs), optimize schedules, handle queue management, oversee escalation workflows, and ensure specialization.

• Utilize Support metrics to enhance efficiency, quality, and customer experience.

• Tackle recurring customer issues and refine Support processes.

• Enhance Support training initiatives and equip team members with essential skills and knowledge.

• Champion the Support Team and act as the internal voice of the customer.

• Foster a culture of complete accountability for customer outcomes.

⛳️ Requirements

• Demonstrated experience in leading and scaling high-performing Customer Support teams within a SaaS environment.

• Proven ability to manage a global support function for a complex range of B2B SaaS products.

• Strong expertise in support operations, including SLAs, schedule optimization, and queue management.

• Experience in designing effective support models, ideally featuring 24/7 coverage, escalation workflows, and specialization.

• Background in facilitating resolution at higher levels within the support process.

• Proficient in cross-functional collaboration with teams in Customer Success, Sales, Product, Engineering, and Operations.

• Capability to leverage metrics such as Customer Satisfaction (CSAT), response times, and self-service rates to inform decision-making.

• Experience in addressing recurring customer challenges and enhancing Support processes.

• Passion for advancing training programs and developing the skills of the Support team.

• Proven track record of expanding scope, complexity, and ownership within Support operations.

• Experience with complex products rather than solely point solutions or simple offerings.

• Willingness to engage with operational details as required.

🏝️ Benefits

• Competitive salary.

• 10-year exercise window for stock options.

• Unlimited Paid Time Off (PTO), with a recommendation of four weeks per year.

• Twelve weeks of fully paid family leave available in the US.

• Generous budget for equipment, software, and office furniture.

• $100/month education budget; expenses for more costly items such as conferences covered with manager approval.

• Comprehensive health insurance for employees and their dependents in the US, with all premiums paid.

• Opportunity to focus on delivering high-quality work and the time to do things correctly.