Support Manager
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Job Description
Manager of Product Support for EMEA team leading technical support and enhancing customer experiences. Responsibility includes developing support strategies and collaborating with various teams.
Responsibilities:
- This is a unique opportunity to take ownership of a region. As our only regional manager in EMEA, you won’t just be managing a team. You’ll be building and shaping how Support operates within an emerging region.
- 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.
Requirements:
- Support Leadership: You have a proven track record of leading and growing high-performing and highly technical B2B SaaS Support organisations, 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.
- 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 organisations, related KPIs, and related systems (ticketing, analytics, Help Center, etc.).
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.
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