Support Manager - Emea

Ashby

Remote
Remote
Leading and growing technical support organizations
Customer experience at the heart
B2b saas support
Ashby is seeking a Support Manager for their EMEA team, responsible for leading a group of Technical Support Specialists and shaping the support operations in the region. This remote role requires strong leadership, customer-centricity, and technical understanding of B2B SaaS products

Job Summary

  • This role requires someone who thrives in ambiguity, has a passion for building and can balance strategic foresight with operational execution.
  • You will partner with other Support leaders and operations to develop and implement effective Support strategies, monitor key performance indicators, and resolve escalated customer issues.
  • Competitive compensation is offered; Unlimited PTO; Generous equipment, software, and office furniture budget.

Matching Summary

Match Score: 85

Ashby is seeking a Support Manager for their EMEA team, responsible for leading a group of Technical Support Specialists and shaping the support operations in the region. This remote role requires strong leadership, customer-centricity, and technical understanding of B2B SaaS products.

Skills & Requirements

Must-have

  • leading and growing technical support organizations
  • customer experience at the heart
  • B2B SaaS Support
  • systematic thinking and process improvement
  • strong technical background
  • analytical decision-making
  • Support KPIs and systems expertise

Nice-to-have

  • thrives in ambiguity
  • passion for building
  • strategic foresight and operational execution
  • advocate for customers and team
  • foster positive team environment
  • detail-oriented and holistic perspective
  • coaching and enabling team members

Key Requirements

  • proven track record of leading high-performing technical B2B SaaS Support organisations
  • experience working with complex B2B software products
  • comfortable discussing APIs, integrations, and system workflows
  • overseeing resolution of complex technical issues aligned with SLAs
  • comfortable using data and metrics to drive decision-making

Work Rights

Not specified

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