Senior Support Operations Manager

🔥 0 minutes ago

🌐 United States, Canada – Remote

🇺🇸 United States – Remote 🇨🇦 Canada – Remote

💵 $130k - $152k / year

⏰ Full Time

🟠 Senior

⚙️ Operations

👻 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.

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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 the Support Operations organization across Systems, Workforce Management, Quality, and Training • Manage and coordinate the four functions as a cohesive organization supporting Specialists and Support Engineers • Plan and implement operational policies, standards, and recurring practices • Identify and drive integration between functions, such as connecting Quality findings to Training content and WFM forecasts to Systems changes • Directly manage leaders and individual contributors across the four functions • Coach and develop functional leaders as they grow programs, hire teams, and establish operating standards • Review workflows, metrics, constraints, QA scores, forecasting reviews, and systems changes • Evaluate operational performance and efficiency using data • Champion efficiency gains alongside quality • Build visibility into tradeoffs across systems reliability, coverage, quality, and training investment • Advise Support Leadership on systems and processes as a strategic differentiator • Represent Support Operations in cross-functional conversations with Engineering, Product, and People Ops • Partner with Knowledge Management to develop self-service and in-app support experiences • Establish consistent processes and standards across the four functions during the first year • Formalize coordination between functions and drive measurable efficiency or quality improvements

🎯 Requirements

• Proven experience leading operational functions in a Support or Customer Experience organization • Depth in one or more disciplines and experience coordinating across multiple disciplines, such as systems, workforce management, quality, or training • Experience managing managers or leaders of distinct functions • Experience hiring and developing teams • Experience building clear ownership across multiple functions • Ability to stay close enough to the work to inspect quality, challenge assumptions, and coach effectively • Track record of building or scaling operational standards and processes across a growing organization • Strong ability to see how distinct functions interact and design clear ways for them to work together • Ability to use operational data to identify problems, make tradeoffs, and hold teams accountable to measurable outcomes • Comfort working in ambiguity where functions, processes, and standards are still being defined • Skilled at coaching leaders and specialists at different stages of maturity • Strong communication and facilitation skills • Ability to align stakeholders across Systems, WFM, Quality, Training, Knowledge Management, and Support Leadership • Genuine investment in developing people beyond managing outputs • Belief that Support is a strategic differentiator, not a cost center • Passion for efficiency and quality as complementary goals • Excitement about self-service and in-app support • Prior experience supporting a B2B SaaS product; application form states, 'If not, please do not apply'

🏖️ Benefits

• 10-year exercise window for stock options • Unlimited PTO with four weeks recommended per year • Twelve weeks of fully paid family leave in the US • $1,200 annual learning and professional-development budget • One-time $2,000 home-office setup budget • Company-provided laptop • Extended health benefits for you and your dependents, subject to availability with the Employer of Record • Annual company offsite, team offsites, local meetups, and virtual events • International employees receive statutory benefits and, where available, employer-paid supplemental health coverage