Support Manager - Americas

📋 Description

• • As a Support Manager for the Americas at Ashby Inc., you will play a pivotal role in shaping and scaling our exceptional customer support experience across North and South America. This is a unique opportunity to take ownership of a region, moving beyond traditional team management to actively build and define how our Support function operates as we grow. You will be the third regional manager for the Americas, bringing your strategic vision and operational expertise to a dynamic and evolving team.
• • You will lead and nurture an incredible group of Technical Support Specialists, fostering a culture of excellence, empathy, and continuous improvement. Your leadership will be instrumental in developing their skills, driving their professional growth, and ensuring they are empowered to deliver outstanding customer service.
• • This role demands a leader who thrives in ambiguity, possesses a passion for building, and can expertly balance strategic foresight with hands-on operational execution. You will act as a strong advocate for both our customers, ensuring their needs are met with the highest level of satisfaction, and for your team, championing their development and well-being.
• • You will collaborate closely with other Support leaders and operations teams to develop and implement effective, scalable support strategies. This includes defining key performance indicators (KPIs), monitoring team performance against these metrics, and ensuring the timely and effective resolution of escalated customer issues.
• • A significant aspect of your role will involve partnering with Product, Engineering, and the broader Customer Success Teams. This cross-functional collaboration is crucial for addressing complex customer needs, maintaining and improving support documentation, and continuously elevating the overall customer experience.
• • You will be responsible for staying current with industry trends and best practices in customer support, proactively identifying opportunities to enhance support processes, leverage Support technologies, and implement innovative solutions to improve the efficiency and efficacy of the Support team.
• • Upon joining, you will work closely with our Director of Support and VP of Customer Success. You will inherit a dedicated team of approximately 7 Product Support Specialists and will be responsible for growing this team further as you become established in the role.
• • Your responsibilities will include proactively addressing thematic customer issues, identifying root causes, and implementing systemic solutions to prevent recurrence. This requires a deep understanding of our B2B SaaS product and the ability to translate technical concepts into actionable insights for the Support team.
• • You will oversee the resolution of complex technical issues, ensuring alignment with our Service Level Agreements (SLAs) and maintaining high standards for timely and accurate problem-solving.
• • A key element of this role is the analytical approach to driving decision-making. You will be comfortable using data and metrics to understand team performance, identify areas for improvement, and continually enhance both the team's effectiveness and the customer experience.
• • You will be well-versed in the intricacies of Support organizations, including relevant KPIs, and proficient with essential Support systems such as ticketing platforms, analytics tools, and Help Center management.
• • You will be a champion for the customer experience, ensuring that every interaction reflects Ashby's commitment to quality and customer satisfaction. This includes understanding the nuances of B2B customer needs and consistently delivering outstanding support.
• • You will be expected to become a product and industry expert, aligning with the goal of creating differentiation through the Support experience. You will serve as a go-to partner for your team members, recognizing and leveraging their expertise while continuously learning and maintaining your own deep knowledge of the product.
• • Your peers will describe you as detail-oriented, taking pride in operational efficiencies and considering processes from a holistic perspective. You will be eager to improve existing processes and workflows to enhance efficiency and efficacy across the Support function.
• • You will excel at coaching and enabling your team, viewing every interaction as a teaching moment and being excited to help team members grow functionally and expand their technical knowledge.
• • You will enjoy analyzing the Support journey to identify opportunities for self-service and delivery improvements, contributing to a more scalable and efficient support model.
• • You will thrive in representing the voice-of-the-customer internally, using customer feedback to hone internal processes and advocating for manageable and efficient processes for Support Specialists.
• • This role requires a proactive and self-directed individual who is comfortable with ambiguity, possesses initiative, and is willing to roll up their sleeves to build and improve processes. You will not require close oversight or step-by-step guidance, but rather will be empowered to define your own roadmap for success.
• • You will embrace a philosophy of doing things the right way, emphasizing high-quality work and avoiding quick hacks, aligning with Ashby's commitment to building best-in-class products and offering deep expertise in all customer interactions.