Head of Global Support

Ashby is looking for a Head of Global Support to lead our Customer Support team. This role is responsible for building and scaling a world-class support organization that helps customers get the most from Ashby, partnering closely with product, engineering, and customer success teams. About Ashby Ashby is an all-in-one recruiting platform that helps companies hire better, faster, and more fairly. Our platform combines applicant tracking, scheduling, analytics, and AI to give hiring teams a complete view of their recruiting process. We serve high growth companies around the world, and we are building a team that is passionate about improving how companies hire. About the role As Head of Global Support, you will own the strategy and execution for Ashby’s global support organization. You will lead a team of support managers and specialists, set the vision for support quality and customer experience, and scale our operations as Ashby grows. This role reports to the leadership team and works closely with customer success, product, and engineering. What you’ll do Lead and scale Ashby’s global support team, including hiring, coaching, and developing support managers and specialists. Define support strategy, goals, and metrics, and drive improvements in response time, resolution quality, and customer satisfaction. Build processes and playbooks that help the team handle complex product questions, including integrations, workflows, reporting, and permissions. Partner with product and engineering to surface customer feedback, prioritize fixes, and improve the product experience. Partner with customer success to ensure a seamless experience for customers from onboarding through ongoing support. Own support tooling and systems, including help center content, macros, and automation that make support faster and more consistent. Scale global coverage, including planning for time zones, on-call needs, and weekend or holiday coverage as the team grows. Use data to identify trends, reduce repeat contacts, and improve self-service resources for customers. About you Experience leading a support organization, including managing managers, in a SaaS company. A track record of scaling support teams while maintaining high quality and customer satisfaction. Strong understanding of support operations, tooling, metrics, and process design. Experience with complex, technical products and the ability to guide teams through troubleshooting integrations and workflows. Excellent communication skills and the ability to work cross-functionally with product, engineering, and customer success leaders. A data-driven approach to decision making, with experience using support data to drive improvements. Experience building a customer-centric culture and developing talent within a support organization. Interview process The interview process typically includes an introductory conversation, interviews with members of the support and customer teams, a practical exercise or case discussion, and a final conversation with leadership. Ashby aims to keep the process efficient and transparent, with clear communication at each stage. Our benefits Competitive compensation, including salary and equity. Comprehensive health, dental, and vision coverage. Flexible, remote-first work environment. Generous paid time off and parental leave. Home office stipend and learning and development support. Regular team offsites and a collaborative, inclusive culture.