Support Manager - EMEA

📋 Description

• • As a Support Manager for the EMEA region at Ashby Inc., you will be instrumental in shaping and scaling our customer support operations across Europe. This is a unique leadership opportunity to take full ownership of a critical geographical area, acting as the sole regional manager for EMEA. You will not only manage a growing team of Technical Support Specialists but also build and define how Support functions within this emerging market, requiring a proactive approach to ambiguity and a passion for building from the ground up.
• • Your role will demand a delicate balance between strategic foresight and hands-on operational execution. You will serve as a strong advocate for both our customers, ensuring their needs are met with exceptional service, and for your team, fostering their growth and development in alignment with ambitious company objectives.
• • Collaboration will be a cornerstone of your success. You will partner closely with other Support leaders and operations teams to devise and implement effective support strategies, meticulously monitor key performance indicators (KPIs), and expertly resolve escalated customer issues. A significant aspect of your role will involve working hand-in-hand with Product, Engineering, and the broader Customer Success teams to address evolving customer needs, maintain comprehensive support documentation, and continuously elevate the overall customer experience.
• • To ensure Ashby remains at the forefront of customer support, you will actively stay abreast of industry trends, proactively identifying and implementing improvements to support processes. Fostering a positive and high-performing team environment will be paramount, driving both individual professional growth and collective team success.
• • Upon joining, you will work directly with our Director of Support and VP of Customer Success. You will initially inherit a dedicated team of approximately five Product Support Specialists, with the mandate to expand this team as you become established and identify further needs.
• • This position requires a leader who can think systematically, proactively identifying and addressing recurring customer issues. You will leverage existing and innovative support technologies and processes to enhance the efficiency and effectiveness of the Support team, ensuring timely and high-quality resolutions.
• • A deep understanding of B2B customer needs is essential, coupled with a proven history of delivering outstanding support experiences. You will be comfortable navigating complex B2B software products, possessing the technical acumen to understand, troubleshoot, and effectively communicate technical concepts. While not necessarily an engineer, you will be adept at discussing APIs, integrations, and system workflows with technical teams, translating this knowledge into actionable insights for your support specialists.
• • Overseeing the resolution of complex technical issues in strict adherence to Service Level Agreements (SLAs) will be a key responsibility. Furthermore, you will be comfortable and adept at using data and metrics to drive informed decision-making, continuously refining both team performance and the customer experience.
• • You will possess well-rounded expertise in support organizations, including a strong grasp of related KPIs and essential systems such as ticketing platforms, analytics tools, and Help Center management.
• • Your peers will likely describe you as detail-oriented, taking pride in operational efficiencies and viewing processes from a holistic, interconnected perspective. You will recognize the importance of well-defined processes and be eager to improve existing workflows and introduce new ones to enhance overall efficiency and efficacy.
• • A passion for coaching and enabling others is crucial. You will view every interaction as a teaching moment, excited to help your team members grow both functionally and technically. You will enjoy analyzing the customer support journey, identifying opportunities for enhanced self-service options and delivery improvements.
• • You will excel at representing the voice-of-the-customer, using this perspective to refine internal processes and advocating for manageable and efficient workflows for your Support Specialists.
• • This role is ideal for someone who thrives on ownership, principled thinking, and thoughtful communication, aligning with Ashby's core operating principles and philosophy of building best-in-class products and offering deep expertise in all customer interactions.
• • You will be empowered to do things the right way, with an emphasis on high-quality work over quick fixes, and the opportunity to work with a product that customers are genuinely excited about.