Support Manager - Americas

About the role

Caring deeply about our customers is one of our favorite Ashby Operating Principles in Support. As we continue to grow our Product Support Team with the customer experience at the heart of everything we do, we're excited to hire a Manager of Product Support to our Americas team.

Responsibilities

• Lead an incredible group of Technical Support Specialists
• Collaborate closely with a high-performing team of Support Managers
• Help shape how we scale exceptional customer support globally
• Partner with other Support leaders and operations to develop and implement effective Support strategies
• Monitor key performance indicators
• Resolve escalated customer issues
• Collaborate closely with Product, Engineering, and the broader Customer Success Teams to address customer needs, maintain support documentation, and uplevel the customer experience
• 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
• Manage the day-to-day workload of the Support team according to urgency, SLAs, and staffing

Requirements

• Proven track record of leading and growing high-performing and highly technical B2B SaaS Support organizations
• Systematic thinking: 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: Deep understanding of B2B customer needs and a history of ensuring outstanding support experiences
• Strong Technical Background: Experience working with complex B2B software products and ability to understand, troubleshoot, and communicate technical concepts effectively
• Timely Issue Resolution: Invested in overseeing the resolution of complex technical issues in alignment of our SLAs
• Analytical: Comfortable using data and metrics to drive decision-making, continually improving both the team and customer experience
• Technical Expertise: Well versed in Support organizations, related KPIs, and related systems (ticketing, analytics, Help Center, etc.)