The opportunity
Hi I’m Kelsey 👋 – VP of CS at Ashby. One of my favorite Ashby principles is Implementing Continuous Improvement ; it guides how we continually raise the bar on the customer experience.
What you'll do
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.
What they're looking for
- 🧠 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.
