Support Manager, Ashby
EMEA
£75-95k
For EU based candidates the salary is €60K – €85K. + Stock options
All-in-one recruiting software
Open for applications
All-in-one recruiting software
201-500 employees
Open for applications
£75-95k
For EU based candidates the salary is €60K – €85K. + Stock options
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
- ⭐ 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. You see every teaching moment as an opportunity and are excited to help teams grow
- 📈 You enjoy analyzing 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
- 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
- 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
- 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.)
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
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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