Head of Global Support

The role

You will lead a global support team consisting of two Heads of, five Managers, and approximately 60 technical individual contributors. You will define how to scale support as the customer base and product suite grow by partnering with Product, Engineering, and Customer Success leadership.

What you will do

• Lead a global support team of managers and technical individual contributors
• Define how to scale Support as the customer base and product suite grow
• Partner with Product, Engineering, and Customer Success leadership
• Drive continuous improvement and advance automation
• Evolve the 24/7 support model
• Manage support operations including SLAs, schedule optimization, and queue management
• Design efficient support models including escalation workflows and specialization
• Collaborate with cross-functional stakeholders to align support insights with roadmap
• Leverage data and technology to improve efficiency and quality
• Further training programs to empower the team

Required qualifications

• Lead an exceptional global support function for a complex suite of B2B SaaS products
• Proven track record of successfully leading and scaling high-performing SaaS Customer Support Teams
• Strong command of support operations including SLAs, schedule optimization, and queue management
• Experience in designing efficient support models
• Ability to collaborate effectively with cross-functional stakeholders
• Ability to leverage data and technology to improve efficiency and quality
• Ability to use metrics like CSAT, response times, and self-service rates to inform decisions
• Track record of growing scope, complexity, and ownership

Nice to have

• Experience designing support models including 24/7 coverage, escalation workflows, and specialization

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
• $100/month education budget with more expensive items covered with manager approval
• Top-notch health insurance for US employees and dependents with all premiums covered

Before you apply

• Recruiter Screen with Senior Recruiter
• Interview with VP of CS
• Interview with Head of Support
• Practical Exercise with Support Leaders
• Interview with Head of CS and CEO

About the company

Ashby provides an All-in-One solution that replaces multiple disparate solutions including ATS, scheduling, analytics, sourcing and CRM. The company is growing over 100% year over year.