Head of Global Support - Remote

Overview

The Head of Global Support will lead a global team to enhance customer experience for Ashby's B2B SaaS products, ensuring high-quality support and operational excellence.

In Short

• Lead a global support team and enhance customer experience.
• Define support scaling strategies as customer base grows.
• Collaborate with Product, Engineering, and Customer Success teams.
• Drive continuous improvement and automation in support processes.
• Focus on high-quality, customer-centric support.
• Utilize data to inform decisions and improve support efficiency.
• Empower team through training and development programs.
• Work with cross-functional stakeholders to align support insights.
• Foster a culture of accountability and principled thinking.
• Participate in the interview process to find the right candidates.

Requirements

• Experience leading global support for complex B2B SaaS products.
• Proven track record in scaling high-performing support teams.
• Strong operational and strategic skills in support operations.
• Ability to collaborate with cross-functional teams effectively.
• Data-driven mindset with experience using metrics for decision-making.
• Passion for training and developing support staff.

Benefits

• Emphasis on high-quality work and avoiding quick hacks.
• Competitive compensation offered.
• 10-year exercise window for stock options.
• Unlimited PTO with a recommendation of four weeks per year.
• Twelve weeks of fully paid family leave in the US.
• Generous budget for equipment and software.
• $100/month education budget for professional development.
• Top-notch health insurance with all premiums covered for US employees.