Head of Global Support

Job not on LinkedIn

🔥 1 minute ago

🇺🇸 United States – Remote

💵 $200k - $300k / year

⏰ Full Time

🔴 Lead

👻 Ghost score 21%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

Apply Now

Find Similar Remote Jobs

Set Up Email Alert For New Jobs

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume

Ashby

WebsiteLinkedInAll Job Openings

51 - 200 employees

💼 Consulting

🤝 B2B

👥 HR Tech

Consulting • B2B • HR Tech

Ashby is a software development company that specializes in providing hiring solutions for high-growth companies. Their platform enables teams of all sizes to manage an efficient and effective hiring process, helping organizations achieve their ambitious growth targets. Notable clients include Opendoor, Figma, Notion, Deel, and Modern Treasury.

📋 Description

• Lead a global Support organization consisting of Heads of Support, Managers, and highly technical individual contributors • Nearly double the Support team over the next year • Define how Ashby scales Support as its customer base and product suite grow • Partner with Product, Engineering, Customer Success, Sales, and Operations leadership • Drive continuous improvement and advance Support automation • Evolve the 24/7 Support model • Manage SLAs, schedule optimization, queue management, escalation workflows, and specialization • Use Support metrics to improve efficiency, quality, and customer experience • Address thematic customer issues and improve Support processes • Further Support training programs and empower team members with required skills and knowledge • Advocate for the Support Team and represent the voice of the customer internally • Build a culture of end-to-end accountability for customer outcomes

🎯 Requirements

• Proven experience leading and scaling high-performing SaaS Customer Support teams • Experience leading a global support function for a complex suite of B2B SaaS products • Strong command of support operations, including SLAs, schedule optimization, and queue management • Experience designing efficient support models, ideally including 24/7 coverage, escalation workflows, and specialization • Experience moving resolution up-funnel • Effective cross-functional collaboration with Customer Success, Sales, Product, Engineering, and Operations • Ability to use metrics such as CSAT, response times, and self-service rates to guide decisions • Experience addressing thematic customer issues and improving Support processes • Interest in advancing training programs and developing Support team skills • Track record of growing scope, complexity, and ownership across Support operations • Experience supporting complex products rather than only point solutions or simple products • Willingness to be involved in operational details as necessary

🏖️ Benefits

• Competitive compensation • 10-year exercise window for stock options • Unlimited PTO; four weeks recommended per year • Twelve weeks of fully paid family leave in the US • Generous equipment, software, and office furniture budget • $100/month education budget; more expensive items such as conferences covered with manager approval • Top-notch health insurance for employees and dependents in the US, with all premiums covered • Time to do things the right way and emphasis on high-quality work