The opportunity
I'm Allie, Head of Support at Ashby. 👋 One of our biggest priorities is improving the systems and workflows our Support team relies on to do their best work as we grow.
What you'll do
Own implementation of new systems, tools, and workflows from planning and: pilot through full rollout, including configuration, data migration, and integrations with our existing tools.
Design routing logic, SLAs, escalation paths, and reporting that can handle more complexity as we grow.
Develop and lead a change management plan that helps the team adopt new: systems and workflows, with clear communication, thoughtful training, and structured feedback from frontline teams and Support leaders.
Serve as the long-term administrator for our Support systems, owning: configuration, automations, workflow improvements, and governance, with access management handled in partnership with internal IT. Keep finding ways to reduce friction for the team and our customers.
Document system architecture, admin processes, and escalation paths, and keep that documentation current.
Evaluate new tools and integrations as our needs evolve, using structured: demos and input from the teams affected. Pressure-test vendor promises against our requirements, recommend solutions, and hold vendors to their commitments after the contract is signed.
What they're looking for
- Partner with Workforce Management, QA, and Support Training to make sure our: systems support capacity planning, reporting, and the technical workflows each team relies on.
- Be the go-to person for Support tooling, advising on configuration decisions: and working with Support Leadership to prioritize the systems improvements that matter most to the team.
- Hands-on experience implementing or administering a support ticketing system: such as Zendesk, Salesforce Service Cloud, Intercom, Plain, Pylon, or a comparable platform. You’ve configured the system yourself, not just managed the project.
- Experience owning a support-system migration or implementation, from scoping: through go-live and beyond. You can make judgment calls when requirements are unclear and see projects through without losing momentum.
