Support Manager- Americas

Details

• 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 organisations, related KPIs, and related systems (ticketing, analytics, Help Center, etc.).
• ⭐ You care deeply about both the customer and employee experience and derive satisfaction from enabling others to be successful.
• 🤓 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 analysing 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’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.
• 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.
• 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 leaders30 min "Team Insights" interview with a Support Specialist, and a Support Leader30 min "Support Management Approach" interview with another Support Leader10 min - Closing Questions with Hiring Manager
• 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
• 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
• 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.