Head of Global Support

Ashby

. Lead a global Support organization consisting of Heads of Support, Managers, and highly technical individual contributors .

Posted 10/27/2026full-timeRemote • United StatesLead💰 $200,000 - $300,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in leading and scaling high-performing SaaS Customer Support teams, with a strong focus on support operations, metrics-driven decision-making, and cross-functional collaboration. Proven ability to design efficient support models and enhance team capabilities through training and empowerment.

Highest-signal resume keywords

SaaS Customer Support LeadershipSupport Operations Management24/7 Support Model DesignCross-Functional CollaborationMetrics-Driven Decision Making

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

SLA ManagementSchedule OptimizationQueue ManagementEscalation Workflow DesignSupport Process ImprovementCustomer Satisfaction MetricsSelf-Service Rate AnalysisThematic Issue ResolutionSupport AutomationTraining Program Development

Soft Skills

Effective CommunicationTeam EmpowermentCross-Functional CollaborationAdvocacy for Customer VoiceAccountability Culture Building

Industry Keywords

B2B SaaS ProductsCustomer ExperienceSupport MetricsSupport Team ScalingOperational Details Management

About the role

Key responsibilities & impact

Lead a global Support organization consisting of Heads of Support, Managers, and highly technical individual contributors
Nearly double the Support team over the next year
Define how Ashby scales Support as its customer base and product suite grow
Partner with Product, Engineering, Customer Success, Sales, and Operations leadership
Drive continuous improvement and advance Support automation
Evolve the 24/7 Support model
Manage SLAs, schedule optimization, queue management, escalation workflows, and specialization
Use Support metrics to improve efficiency, quality, and customer experience
Address thematic customer issues and improve Support processes
Further Support training programs and empower team members with required skills and knowledge
Advocate for the Support Team and represent the voice of the customer internally
Build a culture of end-to-end accountability for customer outcomes

Requirements

What you’ll need

Proven experience leading and scaling high-performing SaaS Customer Support teams
Experience leading a global support function for a complex suite of B2B SaaS products
Strong command of support operations, including SLAs, schedule optimization, and queue management
Experience designing efficient support models, ideally including 24/7 coverage, escalation workflows, and specialization
Experience moving resolution up-funnel
Effective cross-functional collaboration with Customer Success, Sales, Product, Engineering, and Operations
Ability to use metrics such as CSAT, response times, and self-service rates to guide decisions
Experience addressing thematic customer issues and improving Support processes
Interest in advancing training programs and developing Support team skills
Track record of growing scope, complexity, and ownership across Support operations
Experience supporting complex products rather than only point solutions or simple products
Willingness to be involved in operational details as necessary

Benefits

Comp & perks

Competitive compensation
10-year exercise window for stock options
Unlimited PTO; four weeks recommended per year
Twelve weeks of fully paid family leave in the US
Generous equipment, software, and office furniture budget
$100/month education budget; more expensive items such as conferences covered with manager approval
Top-notch health insurance for employees and dependents in the US, with all premiums covered
Time to do things the right way and emphasis on high-quality work