Remote - North America•Remote - US
Remote
Senior
Full Time
2 days ago
💰$ 200,000 - $ 250,000
remoteleadershipcustomer supportSaaSB2B24/7 supportdata-driventraining and development
Deadline: Monday, March 23, 2026
Requirements
- •Experience leading a global support function for complex B2B SaaS products.
- •Proven track record of successfully leading and scaling high-performing SaaS Customer Support Teams.
- •Strong command of support operations including SLAs, schedule optimization, and queue management.
- •Experience designing efficient support models including 24/7 coverage and escalation workflows.
- •Ability to collaborate effectively with cross-functional stakeholders.
- •Data-driven approach using metrics like CSAT, response times, and self-service rates.
- •Experience in training and development for support teams.
What You'll Do
- •Lead a global support team including Heads of, Managers, and individual contributors.
- •Define and scale support operations as the customer base and product suite grow.
- •Partner with Product, Engineering, and Customer Success leadership to align support with company goals.
- •Drive continuous improvement and advance automation in support processes.
- •Evolve and manage a 24/7 support model.
- •Collaborate cross-functionally with Customer Success, Sales, Product, Engineering, and Operations.
- •Leverage data and metrics to improve support efficiency and quality.
- •Develop and enhance training programs for the support team.
Nice to Have
- •Experience supporting complex, platform-level SaaS products rather than simple point solutions.
- •Ability to handle both strategic priorities and detailed operational tasks.
Benefits
- •Time to do high quality work without quick hacks.
- •Competitive compensation.
- •10-year exercise window for stock options.
- •Unlimited PTO with four weeks recommended per year.
- •Twelve weeks of fully paid family leave in the US, with plans to expand.
- •Generous equipment, software, and office furniture budget.
- •$100/month education budget with manager approval for more expensive items.
- •Top-notch health insurance for US employees and dependents with premiums covered.
About Ashby
Ashby develops human resource software to assist companies with hiring and manpower management.
San Francisco, CA
100-250
HR & Recruiting