[Remote] Head of Global Support at Ashby

United States

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$200,000 – $250,000Compensation

Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

SaaS, Technology, HR TechIndustries

Requirements

Customer-Centric Platform Experience: Lead an exceptional global support function for a complex suite of B2B SaaS products, with best-in-class metrics for CSAT, response times, self-service rates
Leadership: Proven track record of successfully leading and scaling high-performing SaaS Customer Support Teams, ready to help a Series D company scale through significant growth stages
Strategic & Operational: Strong command of support operations, including SLAs, schedule optimization, queue management; experienced in designing efficient support models (ideally including 24/7 coverage, escalation workflows, specialization); know how to move resolution up-funnel
Cross-functional Partnership: Collaborate effectively with cross-functional stakeholders across Customer Success, Sales, Product, Engineering, and Operations to align support insights with roadmap and customer outcomes
Data-Driven & Innovative and Operational: Leverage data and technology to improve efficiency and quality; use metrics (CSAT, response times, self-service rates) to inform decisions; view metrics as a window into customer experience; translate insights into actions; proactively address thematic customer issues and improve Support processes
Training and Development: Excited to further training programs to empower the team with skills and knowledge required to excel in the Support function
Communicate with clarity: Ask precise questions and distill complex concepts into simple themes
Great listener: Act as advocate for the Support Team and voice of the customer to internal stakeholders to ensure product roadmap advances support work
Strategic problem solver: Thrive at solving complex challenges with principled, scalable solutions
Detail oriented: Peers describe you as such; take pride in internal operations
Love process: For enabling great systems that free people to do their best work, not bureaucracy
Stay close to the product

Responsibilities

Lead a 50+ person global team (1 Head of, 4 Managers, ~50 highly technical individual contributors) dedicated to delivering remarkable support across every customer segment, nearly doubling the team over the next year
Define how Ashby scales Support as customer base and product suite grow
Partner closely with Product, Engineering, and Customer Success leadership
Drive continuous improvement, advance automation, and evolve the 24/7 support model
Build on the foundation of industry-leading G2 rating by maintaining an unrelenting high bar for customer experience

Skills

Key technologies and capabilities for this role

SaaS Customer SupportTeam LeadershipGlobal Support ScalingCSAT OptimizationResponse Time ManagementSelf-Service Automation24/7 SupportCustomer Success MetricsB2B SaaSContinuous Improvement

Ashby

Hiring solutions for scaling companies

About Ashby

Ashby provides hiring solutions that help companies grow by streamlining their recruitment processes. The platform includes features like applicant tracking, interview scheduling, and analytics, which allow teams to manage their hiring efficiently. Unlike many competitors, Ashby focuses on serving scaling companies and offers a subscription-based service model. The goal of Ashby is to enable organizations to meet their recruitment targets quickly and effectively, ensuring they can hire the right talent to support their growth.

San Francisco, CaliforniaHeadquarters

2018Year Founded

$62.7MTotal Funding

SERIES_CCompany Stage

Enterprise SoftwareIndustries

51-200Employees

Benefits

Health Insurance

Unlimited Paid Time Off

Parental Leave

Company Equity

Stock Options

401(k) Company Match

Risks

Emerging startups with innovative features at lower costs threaten Ashby's market share.

Rapid AI advancements may outpace Ashby's current technology, reducing platform attractiveness.

Economic downturns could lead to reduced hiring budgets, impacting Ashby's revenue.

Differentiation

Ashby offers enterprise-grade recruitment software tailored for high-growth companies.

The platform includes applicant tracking, interview scheduling, and analytics for efficient hiring.

Ashby serves notable clients like Opendoor, Reddit, and Notion, enhancing its market credibility.

Upsides

Ashby raised $30M in Series C funding, boosting its growth potential.

The rise of remote work increases demand for Ashby's virtual hiring capabilities.

Growing use of data analytics in recruitment aligns with Ashby's focus on analytics.

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