Support Manager

Summary

Join Ashby's growing Support Team as a Support Manager and lead a team of Support Specialists to deliver exceptional customer experiences. You will collaborate with other Support leaders and engineers to develop and implement effective support strategies, monitor key performance indicators, and resolve escalated customer issues. This role involves partnering with Product, Engineering, and Sales teams to address customer needs, maintain support documentation, and conduct team training. You will also stay current with industry trends to improve support processes, foster a positive team environment, and drive professional growth. The ideal candidate possesses strong leadership skills, systematic thinking, a customer-centric approach, and a strong technical background. Ashby values high-quality work, offers competitive compensation, and provides a supportive work environment.

Requirements

• You have a proven track record of leading and growing high-performing Support organizations, driving a culture of excellence and empathy
• 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
• You have a deep understanding of B2B customer needs and have a history of ensuring outstanding support experiences
• 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
• You are invested in overseeing the resolution of complex technical issues in alignment of our SLAs
• You are comfortable using data and metrics to drive decision-making, continually improving both the team and customer experience
• You are 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
• Stay consistently close to Support processes and emerging customer challenges as the product evolves
• 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

Preferred Qualifications

• 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

Benefits

• 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
• 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