Support Manager, Ashby
Americas
$110-145k
Canada: CA$120K – CA$137K. Plus equity
All-in-one recruiting software
Job no longer available
All-in-one recruiting software
201-500 employees
Job no longer available
$110-145k
Canada: CA$120K – CA$137K. Plus equity
201-500 employees
Company mission
To redefine the applicant tracking system (ATS) category, providing talent teams with analytics, workflows and automation.
Role
Who you are
- This role requires someone who thrives in ambiguity, has a passion for building and can balance strategic foresight with operational execution
- You’ll need to be both a strong advocate for our customers and for your team, as we continue to grow Support in line with our ambitious company goals
- Support Leadership: You have a proven track record of leading and growing high-performing and highly technical B2B SaaS Support organizations, while 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
- Strong Technical Background: You have experience working with complex B2B software products and can understand, troubleshoot, and communicate technical concepts effectively. While you may not be an engineer, you are comfortable discussing APIs, integrations, and system workflows with technical teams and translating that knowledge into actionable insights for the Support team
- 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 organisations, related KPIs, and related systems (ticketing, analytics, Help Center, etc.)
Desirable
- ⭐ 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 learn and maintain your own expertise in the product
- 🔍 Your peers describe you as being detail-oriented. You take pride in operational efficiencies and consider processes from a holistic perspective
- 📋 You know process matters. You are eager to improve processes and workflows to enhance efficiency and efficacy
- 🤝 You love to coach and enable. You see every teaching moment as an opportunity and are excited to help teams grow functionally and expand their technical knowledge
- 📈 You enjoy analysing the Support journey and identifying opportunities for self-service and delivery improvements
- 📣 You thrive in representing the voice-of-the-customer as you hone internal processes, as well as advocating for manageable and efficient processes for Support Specialists
What the job involves
- As we continue to grow our Product Support Team with the customer experience at the heart of everything we do, we're excited to hire a Manager of Product Support to our Americas team
- In this role, you'll lead an incredible group of Technical Support Specialists, collaborate closely with a high-performing team of Support Managers, and help shape how we scale exceptional customer support globally
- This is a unique opportunity to take ownership of a region. As our third regional manager in the Americas, you won’t just be managing a team
- You’ll be building and shaping how Support operates as we scale
- You will partner with other Support leaders and operations to develop and implement effective Support strategies, monitor key performance indicators, and resolve escalated customer issues
- You will collaborate closely with Product, Engineering, and the broader Customer Success Teams to address customer needs, maintain support documentation, and uplevel the customer experience
- 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
- When you start, you’ll work closely with our Director of Support and VP of Customer Success – you’ll inherit a team of ~7 Product Support Specialists and will grow this team further once you’re ramped
Application process
- Deadline to Apply: March 18, 2026 at 4:00 PM UTC
- 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 Talent Team
- 45 min - Interview with Hiring Manager
- Take-Home Assessment - one week to complete
- Final Round:
- 30 min "Customer Experience" interview with two other Customer Success leaders
- 30 min "Team Insights" interview with a Support Specialist, and a Support Leader
- 30 min "Support Management Approach" interview with another Support Leader
- 10 min - Closing Questions with Hiring Manager
Our take
Reportedly, 50% of employers don’t use applicant tracking systems, largely because of blockers with implementation or insufficient buy-in from top management. Ashby's co-founder and CEO, Benji Encz, experienced first-hand how existing solutions failed to support hyper-growth hiring needs whilst working at PlanGrid, which is in part what led to the creation of the company.
Ashby is looking to redefine the ATS category - providing talent teams with analytics, workflows and automation - and intends to replace solutions from well-established vendors like Greenhouse and Lever with algorithms. The company's AI can schedule interviews and infer demographic data, which clients use for aggregate analyses of DEI hiring metrics.
The market for recruitment software could potentially reach $3.5 billion by 2030. Unsurprisingly, there is now a growing number of startups emerging to compete for a slice of it. Despite the crowded market and having only emerged from stealth in 2022, Ashby has already secured over 500 clients (including high-profile customers like Notion and Figma). The company has also attracted impressive funding, which will be used to expand its product offering beyond what is typically expected from an ATS and grow its customer success and community initiatives.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
32% employee growth in 12 months
Company
Funding (last 2 of 6 rounds)
Jul 2025
$50m
SERIES D
Jun 2024
$30m
SERIES C
Total funding: $114.7m
Company benefits
- Unlimited PTO with four weeks recommended per year
- 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
- Generous equipment, software, and office furniture budget
- $100/month education budget with more expensive items (like conferences) covered with manager approval
- Twelve weeks of fully paid family leave 🇺🇸
Company HQ
SoMa, San Francisco, CA
Leadership
Benjamin Encz
(Co-Founder & CEO)Previously the Director of Engineering and Part-Time Recruitment Operations at PlanGrid. They also worked as a Software Engineer at Make School and was a Lecturer at Baden-Wuerttemberg Cooperative State University (DHBW).
Abhik Pramanik
(Co-Founder & VP of Engineering)VP of Engineer at Ashby. Previously a Senior Product Manager at Lob and a Senior Product Manager at PlanGrid.
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