Support Manager - AMER

Hi, I’m Allie, Head of Support here at Ashby. 👋 One of my favorite things about being a part of Ashby is the Operating Principle of caring deeply about our customers. We are growing our Support Team with the customer experience at the heart of everything we do. To help us continue delivering exceptional Support, we are thrilled to be adding a Support Manager to the team. In this role, you will have the opportunity to lead a team of incredible Support Specialists and have significant influence on growing and maintaining a high-performing team.

About this role: 

As the Support Manager, your primary responsibility will be to lead and manage a team of Support Specialists to ensure an exceptional customer experience. You will partner with other members of Support leadership and Support Engineers to develop and implement effective support strategies, monitor key performance indicators, and resolve escalated customer issues. The Support Manager will collaborate with Product, Engineering, and Sales teams to address customer needs, maintain support documentation, and conduct training sessions for the team. Additionally, you will stay current with industry trends to continuously improve support processes, foster a positive team environment, and drive professional growth and development within the support team.

Role Requirements:

• Support Leadership: You have a proven track record of leading and growing high-performing Support organizations, driving a culture of excellence and empathy.

• Systematic thinking: You proactively address thematic customer issues and improve Support processes, leveraging Support technologies and innovative processes to enhance the efficiency and efficacy of the Support team.

• Customer-Centric: You have a deep understanding of B2B customer needs and have a history of ensuring outstanding support experiences.

• Timely Issue Resolution: You are invested in overseeing the resolution of complex technical issues in alignment of our SLAs

• Analytical: You are comfortable using data and metrics to drive decision-making, continually improving both the team and customer experience.

• Technical expertise: You are well versed in Support organizations, related KPIs, and related systems (ticketing, analytics, Help Center, etc.). 

You could be a great fit if: 

• ⭐ You care deeply about both the customer and employee experience and derive satisfaction from enabling others to be successful.

• 🤓 You strive to become a product and industry expert. You align with the goal of creating differentiation via the Support experience and being a go-to partner for your team members. You recognize the expertise the team possesses and are continuously striving to …