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Ashby is an HR technology and B2B software company developing hiring solutions for high-growth organizations. Its platform helps teams manage and improve recruiting workflows across the hiring process, supporting more efficient, data-informed growth. Ashby’s customers include Opendoor, Figma, Notion, Deel, and Modern Treasury.
Senior Support Operations Manager at Ashby
Lead Support Operations across systems, workforce management, quality, and training at Ashby, a hiring software company. Improve operational rigor, efficiency, quality, and customer self-service across the support organization.
Description
- Lead Support Operations across Systems, Workforce Management, Quality, and Training
- Coordinate the four functions as an integrated organization serving Support Specialists and Support Engineers
- Define and implement operational policies, standards, and recurring practices
- Connect work across functions, including Quality insights with Training content and WFM forecasts with Systems changes
- Manage leaders and individual contributors across the four functional areas
- Develop functional leaders as they expand programs, hire teams, and establish operating standards
- Review workflows, metrics, constraints, QA results, forecasting analyses, and systems updates
- Use operational data to assess performance and efficiency
- Pursue efficiency improvements while maintaining quality
- Create visibility into tradeoffs involving system reliability, coverage, quality, and training investment
- Advise Support Leadership on systems and processes as a strategic differentiator
- Represent Support Operations in cross-functional work with Engineering, Product, and People Ops
- Collaborate with Knowledge Management on self-service and in-app support experiences
- Set consistent processes and standards across all four functions during the first year
- Formalize cross-functional coordination and deliver measurable efficiency or quality improvements
Requirements
- Demonstrated experience leading operational functions within Support or Customer Experience
- Expertise in at least one relevant discipline and experience coordinating across systems, workforce management, quality, or training
- Experience managing managers or leaders responsible for distinct functions
- Experience hiring and developing teams
- Experience establishing clear ownership across multiple functions
- Ability to stay close to the work, assess quality, challenge assumptions, and coach effectively
- Record of building or scaling operational standards and processes in a growing organization
- Ability to understand how separate functions interact and create effective ways of working together
- Ability to use operational data to identify issues, make tradeoffs, and hold teams accountable for measurable results
- Comfort operating in ambiguity while functions, processes, and standards are being defined
- Ability to coach leaders and specialists with varying levels of maturity
- Strong communication and facilitation abilities
- Ability to align stakeholders across Systems, WFM, Quality, Training, Knowledge Management, and Support Leadership
- Demonstrated commitment to developing people beyond managing outputs
- View that Support is a strategic differentiator rather than a cost center
- Commitment to pursuing efficiency and quality together
- Interest in self-service and in-app support
- Prior experience supporting a B2B SaaS product; the application form states that candidates without this experience should not apply
Benefits
- Stock options with a 10-year exercise window
- Unlimited PTO, with four weeks recommended annually
- Twelve weeks of fully paid family leave in the United States
- $1,200 annual budget for learning and professional development
- One-time $2,000 budget for home-office setup
- Company-provided laptop
- Extended health benefits for employees and dependents, subject to Employer of Record availability
- Annual company offsite, team offsites, local meetups, and virtual events
- International employees receive statutory benefits and, where available, employer-paid supplemental health coverage
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