Support Manager - Americas

Caring deeply about our customers is one of our favorite Ashby Operating Principles in Support. As we continue to grow our Product Support Team with the customer experience at the heart of everything we do, we're excited to hire a Manager of Product Support to our Americas team. In this role, you'll lead an incredible group of Technical Support Specialists, collaborate closely with a high-performing team of Support Managers, and help shape how we scale exceptional customer support globally.

About this role:

This is a unique opportunity to take ownership of a region. As our third regional manager in the Americas, you won’t just be managing a team. You’ll be building and shaping how Support operates as we scale. This role requires someone who thrives in ambiguity, has a passion for building and can balance strategic foresight with operational execution. You’ll need to be both a strong advocate for our customers and for your team, as we continue to grow Support in line with our ambitious company goals.

You will partner with other Support leaders and operations to develop and implement effective Support strategies, monitor key performance indicators, and resolve escalated customer issues. You will collaborate closely with Product, Engineering, and the broader Customer Success Teams to address customer needs, maintain support documentation, and uplevel the customer experience. You will 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.

Some of the projects our Support Managers have overseen recently:

• Running the vendor evaluation and implementation of a new ticketing system

• Overhauling the interview process of our Support Specialists, ensuring we’re capturing accurate signal at every step, confidently hiring the best talent out there

When you start, you’ll work closely with our Director of Support and VP of Customer Success – you’ll inherit a team of ~5 Product Support Specialists and will grow this team further once you’re ramped.

Role Requirements:

• Support Leadership: You have a proven track record of leading and growing high-performing and highly technical B2B SaaS Support organizations, while driving a culture of excellence and empathy.

• Systematic thinking: 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.

• Customer-Centric: You have a deep understanding of B2B customer needs and have a history of ensuring outstanding support experiences.

• Strong Technical Background: You have experience working with complex B2B 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.

• Timely Issue Resolution: You are invested in overseeing the resolution of complex technical issues in alignment of our SLAs.

• Analytical: You are comfortable using data and metrics to drive decision-making, continually improving both the team and customer experience.

• Technical Expertise: You are well versed in Support organizations, related KPIs, and related systems (ticketing, analytics, Help Center, etc.).

You could be a great fit if:

• ⭐ You care deeply about both the customer and employee experience and derive satisfaction from enabling others to be successful.

• 🧠You think strategically and optimize for the long term. When implementing operational changes, we’re always thinking about how it will work when a team or customer base doubles in size.

• 🤓 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.

You may not want to apply if:

• You’re excellent at managing existing Support policies and practices, but identifying and rolling out new processes is not an area you’re comfortable with.

• You do not want to handle customer-facing tickets, whether for escalation or ongoing learning.

• Managing the daily Support workload according to urgency, SLAs, and staffing is not something you’re interested in.

• You need close oversight, a clearly carved out roadmap, or step-by-step guidance to succeed. This role requires comfort with ambiguity, initiative and a willingness to roll up your sleeves to build something you're passionate about.

• You believe there is one right way to provide support and measure success.

Our Philosophy:

Here are a few key points (relevant to the go-to-market side) that should give you an idea of what it is like to work with us:

• We spend a lot of time building best-in-class products since we believe a highly differentiated product is a lot easier to sell.

• We want to offer deep expertise whenever we interact with prospects and customers – whether it be through scaled engagements (e.g. webinars), 1:1 conversations, or through written word (e.g. documentation).

• We strongly believe that small teams with very talented people (and the right work environment) deliver much better performance than teams with large headcount. We hire and compensate accordingly.

We value a strong sense of ownership, principled thinking over experience, and thoughtful communication (we put a lot of effort into using the right communication channels) - we’ll get into these and other values during the hiring process.

The Interview:

At Ashby, our team and interview process want to help you show your best self. Our interview process is structured to get to know you and your career as well as empower you with insight into our key focus areas. Here is the process in its entirety:

• 30 min - Recruiter Screen with Talent Team

• 45 min - Interview with Hiring Manager

• Take-Home Assessment - one week to complete

• Final Round:

  • 30 min "Customer Experience" interview with two other Customer Success leaders

  • 30 min "Team Insights" interview with a Support Specialist, and a Support Leader

  • 30 min "Support Management Approach" interview with another Support Leader

  • 10 min - Closing Questions with Hiring Manager

• Chat with Benji, CEO

Benefits:

• You’ll get the time to do things the right way; we put a lot of emphasis on high quality work and avoid quick hacks as much as possible.

• You get to sell a product that our prospects & customers are truly excited about.

• 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. Expect “Vacation?” in our one-on-one agenda until you start taking it 😅

• 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.

Ashby provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetics, sexual orientation, gender identity, or gender expression. We are committed to a diverse and inclusive workforce and welcome people from all backgrounds, experiences, perspectives, and abilities.

Ashby is committed to a fair and transparent hiring process. We confirm that this advertisement is for an active, existing vacancy within our organization. Please be advised that we may use artificial intelligence-driven tools to assist our recruitment team in screening, assessing, and selecting candidates for this position.