Head of Customer Support

Posted Nov 5

The Role

Hi I’m Kelsey 👋 One of my favorite things about working at Ashby is our operating principle of Implementing Continuous Improvement. To us this means that we care deeply about the customer experience through offering innovative, cutting edge support. That’s why I am thrilled to be hiring for a Customer Support Leader! In this role, you’ll have the opportunity to guide our Support team, elevating the customer experience to the next level.

About this role:

As the Head of our Customer Support Team, you will play a pivotal role in ensuring our customers continue to receive remarkable support as Ashby scales. You will lead an impressive team of skilled and tenured support folks, growing the team when appropriate.

You will shape how we serve our customers – from Startups through Strategic Enterprise accounts. Our G2 Support rating of 9.7 is no accident and we plan to hire someone to continue to help us evolve our offering. In addition, you’ll work closely with cross-functional teams to drive continuous improvement in our customer support operations and product roadmap.

Role requirements:

  • Proven Leadership: You have a track record of successfully growing, leading and developing high-performing Customer Support Teams in a SaaS environment, bolstering a culture of excellence and empathy.
  • Strategic: You are skilled at orchestrating the many moving parts of a Support function. You are keen to build an even more efficient and effective Support function over the next few years.
  • Cross-functional Collaboration: You partner effectively with cross-functional stakeholders across Customer Success, Sales, Product, Engineering, and Operations to align on shared goals and define progress.
  • Issue Resolution: You are invested in overseeing the resolution of complex customer issues and escalations in accordance with our SLAs (one business day for all issues, shorter timeframe for high/medium priority).
  • Innovative: You proactively address thematic customer issues and improve Support processes, leveraging cutting edge Support technologies and processes to enhance the efficiency and efficacy of the Support team.
  • Analytical: You are comfortable using data and metrics to drive decision-making, continually improving both the team and customer experience.
  • Customer-Centric: You have a deep understanding of B2B customer needs and have a history of ensuring outstanding support experiences.
  • Customer Satisfaction: You have experience monitoring and maintaining high levels of customer satisfaction (CSAT/NPS) by consistently prioritizing customer delight.
  • Training and Development: You are keen to further our training programs with the goal of empowering our team with the skills and knowledge required to excel in the Support function (with a strong focus on coaching and team development).

You could be a great fit if:

  • 📣 You demonstrate clear communication. You ask clarifying questions with precision 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 evolve.
  • 🧑‍🏫 You love to coach. You see every teaching moment as an opportunity and are excited to help teams grow.
  • 📈 You are a problem solver. You thrive at solving complex challenges with innovative, scalable solutions.
  • 🔍 Your peers describe you as detail oriented. You take pride in internal operations.
  • ⚡️You know process matters. You are eager to improve processes and workflows to enhance efficiency and efficacy.
  • ⚙️ You’re an advocate for the team. We’ll be looking for your help when it comes to defining support resources and headcount planning.

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 want to offer deep expertise whenever we interact with prospects and customers.
  • We strongly believe that small teams with very talented people (and the right work environment) deliver much better performance than teams with large headcount. We hire and compensate accordingly.

We value a strong sense of ownership, principled thinking over experience, and thoughtful communication (we put a lot of effort into using the right communication channels) - we’ll get into these and other values during the hiring process.

The Interview

At Ashby, our team and interview process want to help you show your best self. Our interview process is structured to get to know you and your career as well as empower you with insight into our key focus areas. Here is the process in its entirety:

  • 30 min - Recruiter Screen with VP of People
  • 45-60 min - Interview with VP of CS (Hiring Manager for role)
  • 45-60 min - Past Projects Deep Dive with current Head of Support (who is shifting to lead our Startup CS segment) and Support team member
  • Final Round:

Benefits

  • You’ll get the time to do things the right way; we put a lot of emphasis on high quality work and avoid quick hacks as much as possible.
  • You get to sell a product that our prospects & customers are truly excited about.
  • Competitive compensation is offered.
  • 10-year exercise window for stock options. You shouldn’t feel pressure to purchase stock options if you leave Ashby —do it when you feel financially comfortable.
  • Unlimited PTO with four weeks is recommended per year. Expect “Vacation?” in our one-on-one agenda until you start taking it 😅
  • Twelve weeks of fully paid family leave in the US. We plan to expand this to employees in other countries as situations arise.
  • Generous equipment, software, and office furniture budget. Get what you need to be happy and productive!
  • $100/month education budget with more expensive items (like conferences) covered with manager approval.