Ashby is hiring a
Support Manager

Summary

The job is for a Support Manager at Ashby who will lead a team of Support Specialists to ensure an exceptional customer experience by developing and implementing support strategies. The role requires leadership experience, systematic thinking, customer-centric approach, technical expertise, analytical skills, and various soft skills.

Requirements

• Proven track record of leading and growing high-performing Support organizations
• Deep understanding of B2B customer needs
• Comfortable using data and metrics to drive decision-making
• Well versed in Support organizations, related KPIs, and related systems (ticketing, analytics, Help Center, etc.)

Responsibilities

• Lead and manage a team of Support Specialists to ensure an exceptional customer experience
• 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
• Collaborate with Product, Engineering, and Sales teams to address customer needs, maintain support documentation, and conduct training sessions for the team
• 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

Benefits

• Competitive compensation
• 10-year exercise window for stock options
• Unlimited PTO with four weeks recommended per year
• Twelve weeks of fully paid family leave in the US
• Generous equipment, software, and office furniture budget
• Ashby provides equal employment opportunities (EEO)