Support Manager – Americas

Company Name: Ashby
Location: Remote – North to South America
Job Type: Full-time
Salary Range: $110K – $140K yearly (plus Equity)
Industry: B2B SaaS (Software as a Service) / Recruiting Technology

Job Overview

Ashby is a leading B2B SaaS company that’s revolutionizing Recruiting Technology, empowering businesses across the globe to optimize their hiring processes. We’re seeking a highly experienced and empathetic Support Manager – Americas to lead our remote team, spanning from North to South America. This full-time, senior-level role offers a unique opportunity to shape the customer and employee experience within our high-performing support organization.

As a Support Manager, you’ll be instrumental in leading and growing a team that delivers outstanding support experiences for customers using a complex and rapidly evolving product. You’ll leverage your systematic thinking, deep technical background, and passion for coaching to optimize support processes, drive timely issue resolution, and enhance overall efficiency. If you’re a customer-centric leader who cares deeply about both customer and employee well-being and is eager to make a tangible impact in the recruiting tech space, Ashby invites you to join our innovative team.

Duties and Responsibilities

• Lead and grow high-performing Support organizations, fostering a culture of excellence and empathy.
• Apply systematic thinking to proactively address thematic customer issues, continuously improve Support processes, leverage Support technologies, and enhance overall efficiency and efficacy.
• Be deeply customer-centric, with a profound understanding of B2B customer needs and a history of ensuring outstanding support experiences.
• Utilize a strong technical background, including experience with complex software products, the ability to understand, troubleshoot, and communicate technical concepts effectively, and comfort discussing APIs, integrations, and system workflows with technical teams.
• Be invested in overseeing the timely issue resolution of complex technical issues in alignment with established SLAs.
• Be analytical, comfortable using data and metrics to drive decision-making and continuously improve both team performance and the customer experience.
• Possess technical expertise in Support organizations, related KPIs, and related systems (ticketing, analytics, Help Center, etc.).
• Care deeply about both the customer and employee experience, striving for excellence in both.
• Commit to becoming a product and industry expert, staying ahead of trends in recruiting technology.
• Be detail-oriented, ensuring precision in all aspects of work.
• Demonstrate knowledge that process matters and be eager to improve existing processes and workflows.
• Love to coach and enable teams to grow functionally and expand their technical knowledge.
• Enjoy analyzing the Support journey and identifying opportunities for self-service and delivery improvements.
• Thrive in representing the voice-of-the-customer and advocating for efficient processes for Support Specialists.

Qualifications

• Experience Level: Senior-Level (Implied by “Support Leadership,” “leading and growing high-performing Support organizations,” and the comprehensive responsibilities.)
• Education Requirement: Relevant experience or a Bachelor’s degree in a related field is typically preferred.
• Required Skills:
  • Proven track record of leading and growing high-performing Support organizations, driving a culture of excellence and empathy.
  • Systematic thinking (proactively addressing thematic customer issues, improving Support processes, leveraging Support technologies, enhancing efficiency/efficacy).
  • Customer-Centric (deep understanding of B2B customer needs, history of ensuring outstanding support experiences).
  • Strong Technical Background (experience with complex software products, ability to understand/troubleshoot/communicate technical concepts effectively, comfortable discussing APIs/integrations/system workflows with technical teams, translating knowledge into actionable insights).
  • Timely Issue Resolution (invested in overseeing resolution of complex technical issues in alignment with SLAs).
  • Analytical (comfortable using data and metrics to drive decision-making, continuously improving team and customer experience).
  • Technical expertise in Support organizations, related KPIs, and related systems (ticketing, analytics, Help Center, etc.).
  • Cares deeply about both the customer and employee experience.
  • Strives to become a product and industry expert.
  • Detail-oriented.
  • Knowledgeable that process matters and eager to improve processes/workflows.
  • Loves to coach and enable teams to grow functionally and expand technical knowledge.
  • Enjoys analyzing the Support journey and identifying self-service and delivery improvements.
  • Thrives in representing the voice-of-the-customer and advocating for efficient processes for Support Specialists.

Salary and Benefits

Ashby offers a competitive annual salary ranging from $110K – $140K yearly, plus Equity, for this full-time Support Manager – Americas position. We believe in investing in our employees and offer a comprehensive benefits package designed to support your overall well-being and professional growth. While specific benefits vary, they typically include robust health insurance options, generous paid time off, and opportunities for continuous learning and career development in a high-growth SaaS environment, complemented by company equity.

Working Conditions

This is a full-time, remote position, spanning across North to South America. You’ll work from your home office, utilizing various communication, support, and collaboration tools to interact with customers and internal teams. The role demands strong leadership skills, a highly analytical approach, and the ability to manage a remote team effectively across diverse time zones. You’ll be expected to understand and improve support processes, leverage data to drive decisions, and continuously advocate for both customer and employee needs in a dynamic and fast-paced environment.

Why Work with Us

At Ashby, we’re building the future of Recruiting Technology, and we’re looking for passionate leaders to join us on this exciting journey. We’re a rapidly growing B2B SaaS company with a culture that values excellence, empathy, systematic thinking, and a deep commitment to our customers and employees.

As a Support Manager, you’ll have the opportunity to lead and grow a high-performing team, directly influencing the success of our customers and shaping our global support strategy. You’ll work in a highly autonomous remote environment where your technical expertise, analytical mind, and passion for coaching will be celebrated. If you’re ready to make a significant impact in the recruiting tech space and thrive in a fast-paced, customer-centric culture, Ashby offers an unparalleled opportunity for your career.