ashby
Head of Global Support
At a Glance
- Location
- North America, United States
- Employment
- FULL_TIME
- Department
- Ashby
- Posted
- 2026-03-14
Key Requirements
Required Skills
Domain Knowledge
- Automation
- Education
- Engineering
- Insurance
- SaaS
Benefits & Perks
y comfortable. Unlimited PTO with four weeks is recommende
n the US, top-notch health insurance for you and your dependents with all pr
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.
Compensation & 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.
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
.
Responsibilities
As our Head of Global Support, you’ll lead an exceptional team of (2) Heads of, (2 soon to be 5) Managers, and (~50) 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.