Head of Global Support, Ashby
$200-250k
OTE
Canadian annual OTE: CA$200K – CA$250K. Both locations are eligible for stock options
All-in-one recruiting software
Job no longer available
All-in-one recruiting software
201-500 employees
Job no longer available
$200-250k
OTE
Canadian annual OTE: CA$200K – CA$250K. Both locations are eligible for 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
- 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
- Cross-functional Partnership: You collaborate effectively with cross-functional stakeholders across Customer Success, Sales, Product, Engineering, and Operations to align support insights with roadmap and customer outcomes
- Data-Driven, Innovative, and Operational: You leverage data and technology to improve efficiency and quality; comfortable using metrics (CSAT, response times, self-service rates) to inform decisions. You view metrics as a window into the customer experience, not just operational goals, and translate insights into actions that elevate their experience. You proactively address thematic customer issues and improve Support processes to enhance both the efficiency and efficacy of the Support Team
- Training and Development: You are excited to further our training programs with the goal of empowering our team with the skills and knowledge required to excel in the Support function
- 🧠 You are high ceiling. We’re prioritizing high trajectory, principled thinkers over folks who are resting on ‘seen it, done it’
- 📣 You communicate with clarity. You ask precise questions and can distill complex concepts into simple themes
- 🎧 You are a great listener. You see your role as 1) advocate for the Support Team as well as 2) voice of the customer to internal stakeholders so we can ensure that our product roadmap continues to move our work forward
- 📈 You are a strategic problem solver. You thrive at solving complex challenges with principled, scalable solutions
- 🔍 Your peers describe you as detail oriented. You take pride in internal operations
- ⚡️You are process-oriented – not for bureaucracy’s sake, but because great systems free people to do their best work
- ⭐ You stay close to the product. You believe that truly exceptional support comes from deep product understanding – and that everyone on the team shares responsibility for knowing, using, and championing the product we build
What the job involves
- 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
Application process
- Deadline to Apply: March 23, 2026 at 4:00 PM GMT
- 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 Senior Recruiter
- 45-60 min - Interview with VP of CS (Hiring Manager)
- 45-60 min - Interview with Head of Support
- Final Round:
- 60 min - Practical Exercise with Support Leaders
- 30 min - Interview with Head of CS
- 30 min - Interview with CEO
- 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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