Support Operations Specialist

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🔥 0 minutes ago

🌐 United States, Canada – Remote

🇺🇸 United States – Remote 🇨🇦 Canada – Remote

💵 $75k - $94k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

⚙️ Operations

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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

• Administer, maintain, and improve Support systems and workflows in partnership with the Support Systems Engineer • Configure workflows supporting QA, coaching, reporting, workforce management, and customer experience programs • Identify and reduce manual work, eliminate friction, and improve Support tool usage • Define operational requirements and partner with technical teams to test, implement, and roll out system improvements • Translate operational needs into scalable system requirements and workflows • Own the accuracy and reliability of Support operational data and ensure it flows correctly into reporting and downstream business systems • Improve data quality, automation, reporting inputs, and operational visibility with Analytics, RevOps, and Support • Own projects from problem definition through implementation, rollout, and iteration • Create and maintain documentation for workflows, system configurations, requirements, and operational processes • Establish best practices and resources that improve tooling adoption • Partner on change management, communicate across technical and non-technical teams, and identify operational risks • Become a subject matter expert on how Support tooling enables the organization to operate at scale

🎯 Requirements

• Experience in Support Operations, Customer Experience Operations, Business Operations, Systems Administration, or a similar operational role • Experience with support tooling such as ticketing systems, knowledge bases, QA platforms, workforce management tools, CRM systems, or similar operational platforms • Experience improving workflows, automations, processes, or operational systems • Ability to identify inefficiencies, patterns, and dependencies and build scalable solutions • Comfort working with data, reporting, and operational metrics • Strong focus on data accuracy, documentation, and consistency • Ability to partner effectively with technical teams and understand systems, integrations, and data flows • Ability to independently drive ambiguous projects and translate operational needs into clear requirements and recommendations • Ability to work at the intersection of people, process, data, and technology • Ability to work cross-functionally and support adoption of improved ways of working

🏖️ Benefits

• Offers equity / stock options with a 10-year exercise window • 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 for furniture, monitors, peripherals, and ergonomic equipment • Company-provided laptop • Extended health benefits for employees and dependents, subject to Employer of Record availability • International employees receive statutory benefits and, where available, employer-paid supplemental health coverage • Annual company offsite, team offsites, local meetups, and virtual events