Support Manager - Americas

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. In this role, you'll lead an incredible group of Technical Support Specialists, collaborate closely with a high-performing team of Support Managers, and help shape how we scale exceptional customer support globally.

This is a unique opportunity to take ownership of a region. As our third regional manager in the Americas, you won’t just be managing a team. You’ll be building and shaping how Support operates as we scale. This role requires someone who thrives in ambiguity, has a passion for building and can balance strategic foresight with operational execution. You’ll need to be both a strong advocate for our customers and for your team, as we continue to grow Support in line with our ambitious company goals.

You will partner with other Support leaders and operations to develop and implement effective Support strategies, monitor key performance indicators, and resolve escalated customer issues. You will collaborate closely with Product, Engineering, and the broader Customer Success Teams to address customer needs, maintain support documentation, and uplevel the customer experience. You will 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.

When you start, you’ll work closely with our Director of Support and VP of Customer Success – you’ll inherit a team of ~7 Product Support Specialists and will grow this team further once you’re ramped.

• ⭐ 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.

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 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.

We value a strong sense of ownership, principled thinking over experience, and thoughtful communication (we put a lot of effort into using the right 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 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 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