Support Manager
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Job Description
Manager of Product Support leading Technical Support Specialists in the Americas region. Collaborating closely with the Customer Success Teams to enhance customer experience and support operations.
Responsibilities:
- Lead an incredible group of Technical Support Specialists in the Americas region.
- Build and shape how Support operates as the team scales.
- Collaborate closely with other Support leaders and operations to develop and implement effective Support strategies.
- Monitor key performance indicators and resolve escalated customer issues.
- Collaborate with Product, Engineering, and the broader Customer Success Teams to address customer needs and maintain support documentation.
- Stay current with industry trends to continuously improve support processes and foster a positive team environment.
Requirements:
- Proven track record of leading and growing high-performing and highly technical B2B SaaS Support organizations.
- Proactively address thematic customer issues and improve Support processes.
- Deep understanding of B2B customer needs and ensuring outstanding support experiences.
- Experience working with complex B2B software products and troubleshooting technical concepts.
- Overseeing the resolution of complex technical issues in alignment with SLAs.
- Using data and metrics to drive decision-making and improve team and customer experience.
- Well versed in Support organisations, related KPIs, and related systems (ticketing, analytics, Help Center, etc.).
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. 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.
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