Head of Global Support

About this role

Lead Ashby’s global customer support organization as it scales to serve a growing customer base and expanding B2B SaaS platform. Build on the existing support experience by improving operations, automation, training, and 24/7 coverage while partnering across the business.

About the company

Ashby is a technology company that provides a recruitment platform designed to streamline the hiring process for businesses. They serve various sectors with a focus on enhancing talent acquisition and management through innovative engineering and support solutions.

The team

Global Support team within Customer Success, currently comprising 2 Heads of Support, 5 Managers, and about 60 individual contributors; expected to nearly double over the next year.

What you'll do

• Lead and scale the global Support organization and its managers.
• Improve support operations, including SLAs, scheduling, queue management, escalations, and 24/7 coverage.
• Advance automation and self-service, moving issue resolution up-funnel.
• Use support data and customer themes to improve service quality and inform product priorities.
• Partner with Customer Success, Sales, Product, Engineering, and Operations.
• Develop training programs and a culture of end-to-end customer accountability.

What we're looking for

• Experience leading and scaling customer support for complex B2B SaaS products.
• Strong support operations expertise, including SLAs, scheduling, and queue management.
• Experience designing support models with coverage, escalations, and specialization.
• Use metrics such as CSAT, response times, and self-service rates to drive customer outcomes.
• Strong cross-functional communication, strategic problem-solving, and operational attention to detail.
• Willingness to work through both strategic priorities and operational details.

Nice to have

• Experience operating a 24/7 global support model.

Benefits

• Equity with a 10-year stock-option exercise window.
• Unlimited PTO, with four weeks recommended annually.
• 12 weeks of fully paid family leave in the US.
• US health insurance premiums covered for employees and dependents.
• Equipment, software, and office-furniture budget.
• $100 monthly education budget; conferences and higher-cost learning may be covered with manager approval.

Hiring process

1. 30-minute recruiter screen.
2. 45–60-minute interview with the VP of Customer Success (hiring manager).
3. 45–60-minute interview with the Head of Support.
4. 60-minute practical exercise with Support leaders.
5. 30-minute interview with the Head of Customer Success.
6. 30-minute interview with the CEO.
7. 10-minute closing questions with the hiring manager.