Support Manager - Americas

Hi, I’m Allie, Head of Support here at Ashby. 👋 One of my favorite things about being a part of Ashby is the Operating Principle of caring deeply about our customers. We are growing our Support Team with the customer experience at the heart of everything we do. To help us continue delivering exceptional Support, we are thrilled to be adding a Support Manager to the team. In this role, you will have the opportunity to lead a team of incredible Support Specialists, work with an exceptional group of Support Managers and Team Leads, and have significant influence on growing and maintaining a high-performing team.

About this role: 

As the Support Manager, your primary responsibility will be to lead and manage a team of Support Specialists to ensure an exceptional customer experience. You will stay consistently close to Support processes and emerging customer challenges as the product evolves. You will partner with other members of Support leadership and Support Engineers to develop and implement effective support strategies, monitor key performance indicators, and resolve escalated customer issues. The Support Manager will collaborate with Product, Engineering, and Sales teams to address customer needs, maintain support documentation, and conduct training sessions for the team. Additionally, 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.

Role Requirements:

• Support Leadership: You have a proven track record of leading and growing high-performing Support organizations, 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 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 organizations, related KPIs, and related systems (ticketing, analytics, Help Center, etc.). 

You could be a great fit if: 

• ⭐ 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 analyzing 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. 

 You may not want to apply if:

• You’re excellent at managing existing Support policies and practices, but identifying and rolling out new processes is not in your wheelhouse. 

• You do not want to handle customer-facing tickets, whether for escalation or ongoing learning. 

• Managing the daily Support workload according to urgency, SLAs, and staffing is not something you’re interested in.  

• The prospect of serving as an expert inAshby as a solution, the technical aspects of supporting a SaaS product, and in Support best practices is not appealing to you. 

• You believe there is one right way to provide support and measure success. 

Our Philosophy:

Here are a few key points (relevant to the go-to-market side) that should give you an idea of what it is like to work with us:

• We spend a lot of time building best-in-class products since we believe a highly differentiated product is a lot easier to sell.

• We want to offer deep expertise whenever we interact with prospects and customers – whether it be through scaled engagements (e.g. webinars), 1:1 conversations, or through written word (e.g. documentation).

• We strongly believe that small teams with very talented people (and the right work environment) deliver much better performance than teams with large headcount. We hire and compensate accordingly.

We value a strong sense of ownership, principled thinking over experience, and thoughtful communication (we put a lot of effort into using the right communication channels) - we’ll get into these and other values during the hiring process.

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 with four weeks is recommended per year. Expect “Vacation?” in our one-on-one agenda until you start taking it 😅

• Twelve weeks of fully paid family leave in the US. We plan to expand this to employees in other countries as situations arise.

• 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.

Ashby provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetics, sexual orientation, gender identity, or gender expression. We are committed to a diverse and inclusive workforce and welcome people from all backgrounds, experiences, perspectives, and abilities.