[Remote] Head of Global Support at Ashby

United States

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Not SpecifiedCompensation

N/AExperience Level

N/AJob Type

Not SpecifiedVisa

N/AIndustries

Requirements

Customer-Centric Platform Experience: Lead a global support function for complex B2B SaaS products with best-in-class CSAT, response times, and self-service rates
Leadership: Proven track record of leading and scaling high-performing SaaS Customer Support Teams
Strategic & Operational: Strong command of support operations, including SLAs, schedule optimization, and queue management
Cross-functional Partnership: Collaborate effectively with cross-functional stakeholders
Data-Driven & Innovative: Leverage data and technology to improve efficiency and quality
Training and Development: Experience with training programs to empower the support team
Communication: Communicate with clarity and distill complex concepts
Listening: Advocate for the Support Team and be the voice of the customer
Problem Solving: Strategic problem solver with scalable solutions
Detail Oriented: Take pride in internal operations
Process-Oriented: Love process to free people to do their best work
Product Knowledge: Stay close to the product

Responsibilities

Lead a 50+ person global support team and nearly double the team within the next year
Define how Ashby scales Support as the customer base and product suite grow
Partner with Product, Engineering, and Customer Success leadership
Drive continuous improvement, automation, and evolve the 24/7 support model
Collaborate with cross-functional stakeholders to align support insights with roadmap and customer outcomes
Leverage data and technology to improve efficiency and quality
Proactively address thematic customer issues and improve Support processes
Further training programs to empower the team with the skills and knowledge required to excel

Skills

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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