Ashby

Support Manager

Ashby

full-time

Posted on:

Location Type: Remote

Location: United Kingdom

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Salary

💰 £75,000 - £90,000 per year

About the role

  • This is a unique opportunity to take ownership of a region. As our only regional manager in EMEA, you won’t just be managing a team. You’ll be building and shaping how Support operates within an emerging region.
  • 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.

Requirements

  • Support Leadership: You have a proven track record of leading and growing high-performing and highly technical B2B SaaS Support organisations, while driving a culture of excellence and empathy.
  • Systematic thinking: You proactively address thematic customer issues and improve Support processes, leveraging Support technologies and innovative processes to enhance the efficiency and efficacy of the Support team.
  • Customer-Centric: You have a deep understanding of B2B customer needs and have a history of ensuring outstanding support experiences.
  • Strong Technical Background: You have experience working with complex B2B software products and can understand, troubleshoot, and communicate technical concepts effectively.
  • Timely Issue Resolution: You are invested in overseeing the resolution of complex technical issues in alignment of our SLAs.
  • Analytical: You are comfortable using data and metrics to drive decision-making, continually improving both the team and customer experience.
  • Technical expertise: You are well versed in Support organisations, related KPIs, and related systems (ticketing, analytics, Help Center, etc.).
Benefits
  • You’ll get the time to do things the right way; we put a lot of emphasis on high quality work and avoid quick hacks as much as possible.
  • You get to sell a product that our prospects & customers are truly excited about.
  • Competitive compensation is offered.
  • 10-year exercise window for stock options. You shouldn’t feel pressure to purchase stock options if you leave Ashby —do it when you feel financially comfortable.
  • Unlimited PTO. Expect “Vacation?” in our one-on-one agenda until you start taking it 😅
  • Generous equipment, software, and office furniture budget. Get what you need to be happy and productive!
  • $100/month education budget with more expensive items (like conferences) covered with manager approval.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
B2B SaaStechnical troubleshootingdata analysisKPI monitoringsupport process improvementcustomer experience enhancementissue resolutionsupport technologiesticketing systemsanalytics
Soft Skills
leadershipteam buildingcustomer-centric approachanalytical thinkingcommunicationempathyproblem-solvingcollaborationproactive mindsetprofessional development