Head of Global Support

📋 Description

• • Ashby Inc. is seeking a visionary and results-oriented Head of Global Support to lead and scale our world-class customer support function. As a rapidly growing B2B SaaS company with industry-leading metrics and a powerful, all-in-one solution, we are committed to delivering an exceptional customer experience that mirrors our product's excellence. This is a critical leadership role responsible for defining and executing the strategy to elevate our global support operations, ensuring we continue to meet and exceed the expectations of our diverse customer base, from agile startups to strategic enterprise organizations.
• • In this pivotal position, you will oversee a growing team of approximately 50 highly technical individual contributors, including two Heads of Support, and two (soon to be five) Managers. Your primary objective will be to guide this team in delivering remarkable support across all customer segments, ensuring rapid, thoughtful, and user-focused assistance that has earned us a leading G2 rating. You will be instrumental in nearly doubling the size of the support team over the next year, requiring a strategic approach to recruitment, training, and team development.
• • A core responsibility will be to architect how Ashby's Support function scales in alignment with our expanding customer base and evolving product suite. This involves close collaboration with leadership across Product, Engineering, and Customer Success to ensure support insights are integrated into product development and strategic planning. You will build upon our strong foundation of customer-centricity, driving continuous improvement initiatives, advancing automation to enhance efficiency, and evolving our 24/7 support model to provide seamless coverage.
• • You will be tasked with developing and implementing strategies to move resolution up the support funnel, leveraging self-service options and proactive problem-solving to empower customers and reduce reliance on reactive support. This includes designing efficient support models, optimizing scheduling, managing queues effectively, and establishing clear Service Level Agreements (SLAs) to maintain high standards of performance.
• • Data will be your compass. You will leverage key metrics such as Customer Satisfaction (CSAT), response times, and self-service rates to inform decision-making, identify areas for improvement, and measure the impact of implemented strategies. Your approach will be data-driven and innovative, viewing metrics not just as operational targets but as crucial indicators of the customer experience. You will translate these insights into actionable plans that elevate customer satisfaction and loyalty.
• • A significant part of your role will involve fostering a culture of continuous learning and development within the support team. You will enhance existing training programs and develop new ones to equip team members with the advanced skills and deep product knowledge necessary to excel. This includes ensuring the team possesses a profound understanding of Ashby's complex B2B SaaS product, enabling them to provide expert guidance and solutions.
• • You will champion the voice of the customer internally, acting as a key liaison between the support team and other departments. By effectively communicating customer feedback, pain points, and emerging trends, you will influence product roadmaps and drive cross-functional alignment to address systemic issues and enhance the overall customer journey. Your ability to collaborate effectively with stakeholders across Customer Success, Sales, Product, Engineering, and Operations will be paramount to achieving these goals.
• • This role requires a leader who is a strategic problem solver, capable of developing principled and scalable solutions to complex challenges. You will be expected to maintain a high level of detail in internal operations, ensuring that systems and processes are optimized not for bureaucracy, but to empower the team to perform at their best. A deep understanding of the product and a commitment to quality work, avoiding quick hacks in favor of robust, long-term solutions, are essential. You will embody Ashby's operating principles, particularly in implementing continuous improvement, and contribute to a culture that values ownership, principled thinking, and thoughtful communication.