Head of Global Support

Hi I’m Kelsey 👋 – 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 global team and take our world-class support to the next level.

Our product and growth are exceptional. Ashby’s 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 healthy expansion.

As our Head of Global Support, you’ll lead an exceptional team of (2) Heads of, (5) Managers, and (~60) 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.

• 🧠 You are high ceiling. We’re prioritizing high trajectory, principled thinkers over folks who are resting on ‘seen it, done it’.

• 📣 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 are process-oriented – 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.

• You don’t need to have already run a massive, multi-layered Support organization; but you do need to show a track record of growing scope, complexity, and ownership. This might look like starting with front-line Support and progressively taking on escalations, incident management, cross-functional problem solving, or operational leadership. We’re looking for someone with the judgment and ambition to scale a full-fledged Support organization over time, and to instill a culture of end-to-end accountability for customer outcomes.

• 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.

Here 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.

At 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 - Recruiter Screen with Senior Recruiter

• 45-60 min - Interview with VP of CS (Hiring Manager)

• 45-60 min - Interview with Head of Support

• Final Round:

  • 60 min - Practical Exercise with Support Leaders

  • 30 min - Interview with Head of CS

  • 30 min - Interview with CEO

  • 10 min - Closing Questions with Hiring Manager