Head of Global Support - Remote-First, Scale SaaS Support

Bazeta; United States; Remote; USD 150,000 - 190,000; Full time

Benefits offered by this job

Salary & equity

Health, dental, vision

Remote-first environment

PTO & parental leave

Home office stipend

Team offsites

Job summary

Ashby is seeking a Head of Global Support to lead a world-class customer support organization. You will own strategy, scale operations, and partner with product, engineering, and customer success to ensure exceptional service at global scale.

This remote, full-time role reports to the leadership team and emphasizes hiring, coaching, and developing managers, driving metrics, and improving self-service resources.

Qualifications

• Experience leading a support organization in a SaaS company.
• Track record scaling support teams while maintaining high quality and customer satisfaction.
• Strong understanding of support operations, tooling, metrics, and process design.
• Experience guiding teams through troubleshooting complex integrations and workflows.

Responsibilities

• Lead and scale Ashby’s global support team, including hiring, coaching, and developing managers and specialists.
• Define support strategy, goals, and metrics, and drive improvements in response time, resolution quality, and customer satisfaction.
• Build processes and playbooks for handling complex product questions, including integrations, workflows, reporting, and permissions.
• Partner with product and engineering to surface customer feedback, prioritize fixes, and improve the product experience.
• Collaborate with customer success to ensure a seamless onboarding and ongoing support journey for customers.
• Own support tooling and systems, including help center content, macros, and automation to improve speed and consistency.
• Plan for time zones, on-call needs, and weekend/holiday coverage as the team grows.
• Use data to identify trends, reduce repeat contacts, and improve self-service resources.

Skills

Leadership

SaaS

Customer Support

Data-driven

Job description

Ashby is seeking a Head of Global Support to lead a world-class customer support organization. You will own strategy, scale operations, and partner with product, engineering, and customer success to ensure exceptional service at global scale.

This remote, full-time role reports to the leadership team and emphasizes hiring, coaching, and developing managers, driving metrics, and improving self-service resources.