Support Manager - Americas

Ashby

Remote, US
Competitive compensation offered; 10-year exercise...
Remote
Proven track record leading b2b saas support organizations
Experience managing complex technical issues and slas
Strong ability to analyze data and metrics for decision making
This role offers the unique opportunity to take ownership of the Americas region and shape how Support operates as the company scales

Job Summary

  • This role offers the unique opportunity to take ownership of the Americas region and shape how Support operates as the company scales.
  • The successful candidate will inherit a team of approximately seven Product Support Specialists and is expected to grow the team further upon ramping.
  • Ashby offers competitive compensation, unlimited PTO, a $100/month education budget, and a 10-year exercise window for stock options.

Matching Summary

This role offers the unique opportunity to take ownership of the Americas region and shape how Support operates as the company scales.

Salary

Competitive compensation offered; 10-year exercise window for stock options; Not specified

Skills & Requirements

Must-have

  • Proven track record leading B2B SaaS support organizations
  • Experience managing complex technical issues and SLAs
  • Strong ability to analyze data and metrics for decision making
  • Comfort discussing APIs, integrations, and system workflows
  • Ability to thrive in ambiguity and build new processes

Nice-to-have

  • Passion for coaching and enabling team growth
  • Detail-oriented approach to operational efficiencies
  • Deep understanding of B2B customer needs
  • Strategic foresight balanced with operational execution
  • Commitment to continuous learning and industry expertise

Key Requirements

  • Proven leadership of high-performing B2B SaaS Support organizations
  • Experience with ticketing systems, analytics, and Help Center tools
  • Demonstrated ability to resolve escalated customer issues within SLAs

Work Rights

Not specified

Tailored Resume

Cover Letter