The opportunity
Hello! We're Jason and Charlie, Support Managers at Ashby.
What you'll do
Absorbing and synthesizing highly technical work from our Engineering Team to: create enablement for technical up-leveling of the broader Support Team.
Developing workflow automation allowing for better team cohesion and efficacy.
You are already comfortable owning complex SaaS troubleshooting from first: report through resolution, including isolating configuration issues, reproducing ambiguous behavior, and communicating clearly
You can explain technical issues concisely, you think systematically, and: operate with strong ownership in asynchronous environments. You can explain the same issue differently depending on the audience, while staying clear and direct.
You’re curious—both when addressing customers and when creating solutions: that improve our workflows. You seek the answers beyond what’s on the surface.
You delight customers. You possess keen attention to detail, ensure your: responses are thorough and clear, and are empathetic along the way.
What they're looking for
- You can balance investigation, customer communication, and escalation quality in a fast-moving environment.
- You've done B2B support across company sizes, from SMB to enterprise.
- Your recent experience is primarily customer success management, account management, or customer onboarding
- You're more drawn to coordination, enablement, or team leadership than spending your days deep in tickets.
