# Support Manager - Americas

**Company:** [Ashby](https://hotfix.jobs/companies/ashby)
**Location:** Remote
**Role:** Support Engineering
**Salary:** $125k – $155k/yr
**Experience:** 5+ years
**Skills:** Support Leadership, B2B Saas Support, Technical Support, KPIs, Ticketing Systems, Analytics, APIs, Integrations, Customer Experience, Process Improvement
**Posted:** 2026-07-10

> Lead and grow a team of Technical Support Specialists for the Americas region at Ashby. Build Support operations, improve processes, resolve escalations, and partner cross-functionally to deliver outstanding B2B SaaS customer experiences. Requires strong technical support leadership, analytical skills, and comfort with ambiguity.

## Job Description

## Role Responsibilities
- Lead and grow a team of Technical Support Specialists in the Americas region, fostering a culture of excellence, empathy, and professional development.
- Build and shape Support operations as the team scales, including developing strategies, monitoring KPIs, and resolving escalated customer issues.
- Partner with Product, Engineering, and Customer Success teams to address customer needs, maintain documentation, and improve overall customer experience.
- Proactively identify thematic customer issues, improve processes using Support technologies, and drive efficiencies.
- Oversee timely resolution of complex technical issues in alignment with SLAs.
- Use data and metrics to inform decision-making and continuous improvement.
- Represent the voice-of-the-customer internally while advocating for efficient processes for the Support team.
- Handle customer-facing tickets for escalations and ongoing learning.
- Manage daily Support workload according to urgency, SLAs, and staffing.

## Requirements
- Proven track record leading and growing high-performing, highly technical B2B SaaS Support organizations with a culture of excellence and empathy.
- Systematic thinker who proactively improves Support processes and leverages technologies for efficiency.
- Deep understanding of B2B customer needs and a history of delivering outstanding support experiences.
- Strong technical background with experience in complex B2B software; comfortable discussing APIs, integrations, system workflows, and translating technical concepts.
- Analytical skills with comfort using data and metrics for decision-making.
- Well-versed in Support KPIs, systems (ticketing, analytics, Help Center, etc.), and industry trends.
- Thrives in ambiguity, with passion for building, strategic foresight, and operational execution.
- Strong coaching and enabling skills; detail-oriented with focus on operational efficiencies and holistic processes.
- Comfortable handling customer-facing tickets and managing daily workload.

## Nice-to-Haves
- Experience running projects like vendor evaluations for new ticketing systems or overhauling interview processes.
- Strategic thinking optimized for long-term scaling (e.g., processes that work when team/customer base doubles).
- Desire to become a product and industry expert.
- Eagerness to improve processes, workflows, self-service, and delivery.
- Alignment with company values: ownership, principled thinking, thoughtful communication, small talented teams.

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