Head of Global Support

Hi I’m Kelsey https://www.linkedin.com/in/kelseypetersonnh/ 👋 – VP of CS at Ashby. One of my favorite Ashby principles is Implementing Continuous Improvement https://www.ashbyhq.com/blog/culture/ashbys-operating-principles#8---implement-continuous-improvement; it guides how we continually raise the bar on the customer experience. I’m thrilled to be hiring a Head of Global Support to lead our global team and take our world-class support to the next level. Our product and growth are exceptional. Ashby’s All-in-One solution is powerful, easy to use, and often replaces 4-5 disparate solutions (ATS, scheduling, analytics, sourcing and CRM). We have several thousand customers, including notable organizations like Shopify and Snowflake. Our growth and retention metrics are best-in-class among our peers: we’re growing >100% year over year, with very low churn and healthy expansion. About this role: As our Head of Global Support, you’ll lead an exceptional team of (2) Heads of, (5) Managers, and (~60) highly technical individual contributors dedicated to delivering remarkable support across every customer segment – from early-stage startups to strategic enterprise organizations. Over the next year, you’ll nearly double this team. You’ll define how Ashby scales Support as our customer base and product suite grow, partnering closely with Product, Engineering, and Customer Success leadership. Our industry-leading G2 rating reflects our unrelenting high bar: “users rave about Ashby’s top-notch support, noting quick responses and a thoughtful, user-focused approach.” You’ll build on that foundation: driving continuous improvement, advancing automation, and evolving our 24/7 support model. Role requirements: - Customer-Centric Platform Experience: You lead an exceptional global support function for a complex suite of B2B SaaS products, delivering a measurable best-in-class experience. - Leadership: You have a proven track record of successfully leading and scaling high-performing SaaS Customer Support Teams (we raised our Series D last year and are poised for continued growth). - Strategic & Operational: You demonstrate a strong command of support operations, including SLAs, schedule optimization, and queue management. You’re experienced in designing efficient support models (ideally including 24/7 coverage, escalation workflows, and specialization). You know how to move resolution up-funnel. - Cross-functional Partnership: You collaborate effectively with cross-functional stakeholders across Customer Success, Sales, Product, Engineering, and Operations to align support insights with roadmap and customer outcomes. - Data-Driven, Innovative, and Operational: You leverage data and technology to improve efficiency and quality; comfortable using metrics (CSAT, response times, self-service rates) to inform decisions. You view metrics as a window into the customer experience, not just operational goals, and translate insights into actions that elevate their experience. You proactively address thematic customer issues and improve Support processes to enhance both the efficiency and efficacy of the Support Team. - Training and Development: You are excited to further our training programs with the goal of empowering our team with the skills and knowledge required to excel in the Support function. You could be a great fit if: - 🧠 You are high ceiling. We’re prioritizing high trajectory, principled thinkers over folks who are resting on ‘seen it, done it’. - 📣 You communicate with clarity. You ask precise questions and can distill complex concepts into simple themes. - 🎧 You are a great listener. You see your role as 1) advocate for the Support Team as well as 2) voice of the customer to internal stakeholders so we can ensure that our product roadmap continues to move our work forward. - 📈 You are a strategic problem solver. You thrive at solving complex challenges with principled, scalable solutions. - 🔍 Your peers describe you as detail oriented. You take pride in internal operations. - ⚡️You are process-oriented – not for bureaucracy’s sake, but because great systems free people to do their best work. - ⭐ You stay close to the product. You believe that truly exceptional support comes from deep product understanding – and that everyone on the team shares responsibility for knowing, using, and championing the product we build. This role may not be a great fit if: - You don’t need to have already run a massive, multi-layered Support organization; but you do need to show a track record of growing scope, complexity, and ownership. This might look like starting with front-line Support and progressively taking on escalations, incident management, cross-functional problem solving, or operational leadership. We’re looking for someone with the judgment and ambition to scale a full-fledged Support organization over time, and to instill a culture of end-to-end accountability for customer outcomes. - You’re accustomed to supporting a point solution or simple product. Ashby is sufficiently robust (and increasingly so as we become a platform solution); our Support leader must be familiar with supporting complex products. - You prefer to focus solely on strategic priorities. We expect that even our most senior leaders are able to ‘traverse the elevation’ and be in the particulars as necessary. OUR PHILOSOPHY Here are a few key points (relevant to the go-to-market side) that should give you an idea of what it is like to work with us: - We spend a lot of time building best-in-class products since we believe a highly differentiated product is a lot easier to sell. - We offer deep expertise whenever we interact with prospects and customers. - You can learn more here https://www.ashbyhq.com/blog/culture/customer-success about our philosophy. We value a strong sense of ownership, principled thinking over experience, and thoughtful communication (we put a lot of effort into using optimal com