Remote - North to South America
Remote
Senior
Full Time
3 days ago
💰$ 110,000 - $ 145,000
remoteB2B SaaScustomer supportmanagementtechnical support
Deadline: Wednesday, March 18, 2026
Requirements
- •Proven track record of leading and growing high-performing and highly technical B2B SaaS Support organizations
- •Ability to drive a culture of excellence and empathy
- •Proactive in addressing thematic customer issues and improving Support processes
- •Experience leveraging Support technologies and innovative processes
- •Deep understanding of B2B customer needs
- •Experience ensuring outstanding support experiences
- •Strong technical background with experience in complex B2B software products
- •Ability to understand, troubleshoot, and communicate technical concepts effectively
- •Comfortable discussing APIs, integrations, and system workflows with technical teams
- •Invested in overseeing resolution of complex technical issues in alignment with SLAs
- •Comfortable using data and metrics to drive decision-making
- •Well versed in Support organizations, related KPIs, and related systems (ticketing, analytics, Help Center, etc.)
What You'll Do
- •Lead a team of Technical Support Specialists
- •Collaborate with Support Managers and other teams to scale customer support
- •Develop and implement Support strategies
- •Monitor key performance indicators
- •Resolve escalated customer issues
- •Collaborate with Product, Engineering, and Customer Success teams
- •Maintain support documentation
- •Improve support processes
- •Foster a positive team environment
- •Drive professional growth and development within the support team
- •Manage daily Support workload according to urgency, SLAs, and staffing
Nice to Have
- •Passion for building and scaling Support operations
- •Ability to thrive in ambiguity and take initiative
- •Strong advocacy for customers and team members
- •Detail-oriented with pride in operational efficiencies
- •Eagerness to improve processes and workflows
- •Coaching and enabling team members
- •Ability to analyze Support journey and identify opportunities for improvement
- •Ability to represent the voice-of-the-customer and advocate for efficient processes
Benefits
- •Time to do high quality work without quick hacks
- •Opportunity to sell a product customers are excited about
- •Competitive compensation
- •10-year exercise window for stock options
- •Unlimited PTO
- •Generous equipment, software, and office furniture budget
- •$100/month education budget with manager approval for more expensive items
About Ashby
Ashby develops human resource software to assist companies with hiring and manpower management.
San Francisco, CA
100-250
HR & Recruiting