Support Manager

Ashby

Manager of Product Support overseeing a team of Technical Support Specialists in a remote setting. Driving efficiency and quality of customer support processes across the Americas region.

Posted 4/23/2026full-timeRemote • 🏈 Anywhere in North AmericaMid-LevelSenior💰 $110,000 - $145,000 per yearWebsite

About the role

Key responsibilities & impact

Caring deeply about our customers is one of our favorite Ashby Operating Principles in Support.
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.
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

What you’ll need

Support Leadership: You have a proven track record of leading and growing high-performing and highly technical B2B SaaS Support organizations, 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

Comp & perks

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.

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

B2B SaaStechnical troubleshootingdata analysisKPI monitoringsupport process improvementcustomer support documentationissue resolutionsupport technologiesticketing systemsanalytics

Soft Skills

leadershipcollaborationcustomer-centric mindsetsystematic thinkingempathyanalytical thinkingteam environment fosteringprofessional growthcommunicationproblem-solving