Head of Global Support

Hi I'mKelsey – VP of CS at Ashby. One of my favorite Ashby principles is Implementing Continuous Improvement; it guides how we continually raise the bar on the customer experience. I'm thrilled to be hiring a Head of Global Support to lead our 50+ person global team and take our world-class support to the next level.Our product and growth are exceptional. Ashby All-in-One solution is powerful, easy to use, and often replaces 4-5 disparate solutions (ATS, scheduling, analytics, sourcing and CRM). We have several thousand customers, including notable organizations like Shopify and Snowflake. Our growth and retention metrics are best-in-class among our peers: we're growing >100% year over year, with very low churn, and ample runway.About this role:As our Head of Global Support, you'll lead an exceptional team of (1) Head of, (4) Managers, and (~50) highly technical individual contributors dedicated to delivering remarkable support across every customer segment — from early-stage startups to strategic enterprise organizations. Over the next year, you'll nearly double this team.You'll define how Ashby scales Support as our customer base and product suite grow, partnering closely with Product, Engineering, and Customer Success leadership. Our industry-leading G2 rating reflects our unrelenting high bar: "users rave about Ashby's top-notch support, noting quick responses and a thoughtful, user-focused approach."You'll build on that foundation: driving continuous improvement, advancing automation, and evolving our 24/7 support model.Role requirements:Customer-Centric Platform Experience: You lead an exceptional global support function for a complex suite of B2B SaaS products, with best in class metrics for CSAT, response times, self-service rates.Leadership: You have a proven track record of successfully leading and scaling high-performing SaaS Customer Support Teams. You're ready to help our Series D scale through significant stages of future growth.Strategic & Operational: Your strong command of support operations, including SLAs, schedule optimization, and queue management, are evident. You're experienced in designing efficient support models (ideally including 24/7 coverage, escalation workflows, and specialization). You know how to move resolution up-funnel.Cross-functional Partnership: You collaborate effectively with cross-functional stakeholders across Customer Success, Sales, Product, Engineering, and Operations to align support insights with roadmap and customer outcomes.Data-Driven & Innovative and Operational: You leverage data and technology to improve efficiency and quality; comfortable using metrics (CSAT, response times, self-service rates) to inform decisions. You view metrics as a window into the customer experience, not just operational goals, and translate insights into actions that elevate their experience. You proactively address thematic customer issues and improve Support processes to enhance both the efficiency and efficacy of the Support Team.Training and Development: You are excited to further our training programs with the goal of empowering our team with the skills and knowledge required to excel in the Support function.You could be a great fit if:You communicate with clarity. You ask precise questions and can distill complex concepts into simple themes.You are a great listener. You see your role as 1) advocate for the Support Team as well as 2) voice of the customer to internal stakeholders so we can ensure that our product roadmap continues to move our work forward.You are a strategic problem solver. You thrive at solving complex challenges with principled, scalable solutions.Your peers describe you as detail oriented. You take pride in internal operations.You love process — not for bureaucracy's sake, but because great systems free people to do their best work.You stay close to the product. You believe that truly exceptional support comes from deep product understanding — and that everyone on the team shares responsibility for knowing, using, and championing the product we build.This role may not be a great fit if:You've primarily led only front-line Support Teams. We're looking for someone who has built and led a full-scale Support organization — spanning front-line through escalations — and instilled a culture of deep ownership and end-to-end accountability for customer issue resolution.Your experience is largely early stage companies (Series A-C). We're likely to hire someone who has seen our current and future scale.You're accustomed to supporting a point solution or simple product. Ashby is sufficiently robust (and increasingly so as we become a platform solution); our Support leader must be familiar with supporting complex products.You prefer to focus solely on strategic priorities. We expect that even our most senior leaders are able to 'traverse the elevation' and be in the particulars as necessary.Our PhilosophyHere 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 offer deep expertise whenever we interact with prospects and customers.You can learn more here about our philosophy.We value a strong sense of ownership, principled thinking over experience, and thoughtful communication (we put a lot of effort into using optimal communication channels) - we'll get into these and other values during the hiring process.The InterviewAt 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 - Initial Screen with Talent Team30 min - Interview with VP of CS (Hiring Manager)45-60 min - Interview with Head of Support Operations & EngineeringFinal Round:60 min - Practical Exercise with Support Managers30 min - Interview with Head of Dedicated CS & Head of Startup CS30 min - Interview with CEO10 min - Closing Questions with Hiring ManagerBenefitsCompetitive salary and equity.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, and we will encourage you to take it.12 weeks of fully paid parental leave, covered by Ashby.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.If you're in the US, we offer top-tier health insurance for you and your dependents, with 100% of premiums covered by Ashby. We also offer a 3% 401k match.Ashby's success hinges on hiring great people and creating an environment where we can be happy, feel challenged, and do our best work. We're being deliberate about building that environment from the ground up. I hope that excites you enough to apply.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.Compensation Range: $200K - $250K