Support Manager – Americas

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

📋 Description

• This is an exceptional opportunity to take charge of a specific region. As our third regional manager for the Americas, you will not merely manage a team; you will be instrumental in shaping and building the Support operations as we expand.

• You will collaborate with other Support leaders and operations to craft and execute effective Support strategies, track key performance metrics, and address escalated customer concerns.

• You will work closely with Product, Engineering, and the wider Customer Success Teams to fulfill customer requirements, maintain support documentation, and elevate the customer experience.

• You will keep abreast of industry trends to continuously enhance support processes, nurture a positive team atmosphere, and promote professional growth and development within the support team.

⛳️ Requirements

• Support Leadership: You possess a demonstrated history of leading and expanding high-performing, technical B2B SaaS Support organizations, while fostering a culture of excellence and empathy.

• Systematic Thinking: You proactively identify recurrent customer issues and enhance Support processes, utilizing Support technologies and innovative approaches to improve the efficiency and effectiveness of the Support team.

• Customer-Centric: You have a comprehensive understanding of B2B customer requirements and a proven track record of delivering exceptional support experiences.

• Strong Technical Background: You have experience with complex B2B software products, enabling you to understand, troubleshoot, and effectively communicate technical concepts. 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 dedicated to overseeing the resolution of intricate technical issues in alignment with our service level agreements (SLAs).

• Analytical: You are adept at using data and metrics to inform decision-making, consistently enhancing both the team and customer experience.

• Technical Expertise: You are knowledgeable about Support organizations, associated KPIs, and relevant systems (ticketing, analytics, Help Center, etc.).

🏝️ Benefits

• You’ll have the time to do things correctly; we prioritize high-quality work and strive to avoid quick fixes whenever possible.

• You will have the chance to promote a product that genuinely excites our prospects and customers.

• Competitive compensation is provided.

• A 10-year exercise window for stock options, allowing you to purchase stock options at your convenience after leaving Ashby without feeling pressured.

• Unlimited PTO. Expect to see “Vacation?” in our one-on-one agendas until you start utilizing it 😅

• A generous budget for equipment, software, and office furniture. Get what you need to feel happy and productive!

• A $100/month education budget, with more costly items (like conferences) covered upon manager approval.