Global SaaS Support Leader — 24/7, Equity & Unlimited PTO

Ashby; United States; Remote; USD 180,000 - 260,000; Full time

Benefits offered by this job

Health insurance

Unlimited PTO

Stock options (11-year window)

Education budget

Family leave

Job summary

Ashby is seeking a Head of Global Support to lead a high‑performing global team and elevate our world‑class support. You will drive continuous improvement, automation, and 24/7 coverage, partnering with Product, Engineering, and CS leadership to align support with our ambitious product roadmap.

You will manage a growing team, build scalable processes, and use CSAT and response metrics to improve customer outcomes while ensuring a seamless, world‑class experience across all customer segments.

Qualifications

• Experience leading and scaling global SaaS support teams.
• Proven ability to design and implement 24/7 support models, escalation workflows, and queue management.

Responsibilities

• Lead a global support organization delivering best-in-class customer experience.
• Define how to scale Support as customer base and product suite grow.
• Partner with Product, Engineering, and Customer Success to align support with roadmap.

Skills

Leadership

Customer-centric

Data-driven

Cross-functional partnership

Training & development

Job description

Ashby is seeking a Head of Global Support to lead a high‑performing global team and elevate our world‑class support. You will drive continuous improvement, automation, and 24/7 coverage, partnering with Product, Engineering, and CS leadership to align support with our ambitious product roadmap.

You will manage a growing team, build scalable processes, and use CSAT and response metrics to improve customer outcomes while ensuring a seamless, world‑class experience across all customer segments.