Director of Support Operations

Hello!

I’m Allie, Head of Support at Ashby. 👋 Support at Ashby is a strategic differentiator. As we’ve scaled, we’ve built out dedicated functions to make that possible. Our Systems Engineer keeps our tooling running, Workforce Management ensures we have the right coverage at the right times, Quality helps us deliver consistently excellent Support, and Training gets new hires up to speed fast.

These functions are driven by high-impact team members. We’re hiring a Director of Support Operations to bring their work together and help them grow.

This role isn’t about running any one of these functions day to day. You’ll set the operational foundation that lets them work in concert and coach the experts who own them. You won’t own systems administration, forecasting, quality evaluations, or training delivery, but you’ll need to understand that work well enough to ask sharp questions, spot patterns across functions, and help your team solve problems.

If you love building operational rigor, developing people through a real understanding of their work, and treating efficiency and quality as two sides of the same coin, this might be the role for you.

About This Role

As the Director of Support Operations, you’ll report directly to me and own the strategy, standards, and coordination across our Systems, Workforce Management, Quality, and Training functions. You’ll directly manage the individual contributors who own these domains and stay close to their work by reviewing QA scores, joining forecasting reviews, and understanding systems changes.

As our first dedicated Support Operations leader, you’ll help define how these functions work together and where efficiency gains can free up capacity for higher-impact work. You’ll also partner with Knowledge Management on self-service and in-app experiences that reduce the need for a ticket in the first place.

You’ll measure progress through systems reliability, forecast accuracy, QA results, and the time it takes new hires to become proficient.

What You’ll Own

Bring the Functions Together

• Lead our four Support Operations functions as a cohesive team supporting Specialists and Support Engineers.

• Establish policies, standards, and operating rhythms that bring consistency while respecting what makes each function distinct.

• Connect their work, such as using Quality findings to shape Training content or accounting for Systems changes in Workforce Management forecasts.

Manage and Develop Senior Individual Contributors

• Directly manage senior ICs, including team members who are new to their roles and still building their functions.

• Coach them as they grow their programs, deepen their craft, and establish operating standards, grounding feedback in specific examples from their work.

• Create growth paths that let high-impact ICs expand their scope and influence without moving into people management, and partner on hiring as the functions grow.

Improve Performance and Efficiency

• Evaluate performance across all four functions, using data and detailed reviews of the work to identify patterns, catch issues, and prioritize improvements.

• Find opportunities to improve efficiency and quality together, freeing up capacity without compromising the customer experience.

• Give Support Leadership clear visibility into performance and the tradeoffs across systems reliability, coverage, quality, and training investment.

Partner Across Ashby

• Work with Support Leadership, Engineering, Product, and People Ops to align operational decisions with the customer experience we want to deliver as the team and tooling scale.

• Partner with Knowledge Management to connect operational improvements with better self-service and in-app support experiences.

Role Requirements

• Experience leading Support or Customer Experience operations in B2B SaaS at Director-level scope, with responsibility for multiple functions such as systems, workforce management, quality, or training.

• Experience directly managing senior individual contributors or subject-matter experts who own distinct functions. You can coach with specific feedback, catch issues early, and help people grow at different stages of their careers and programs.

• A track record of building or scaling operational standards and rhythms across a growing organization.

• A track record of improving how Support operates, with measurable results such as better forecast accuracy, shorter new-hire ramp time, or improved QA scores.

• Ability to evaluate forecasts, quality results, and training data well enough to identify problems and coach the people responsible for them.

• Ability to explain what operational data shows, recommend a course of action, and work through disagreements with functional owners, Support Leadership, and cross-functional partners.

• Comfort building structure where functions are new and their playbooks are still taking shape.

• A view of Support as a strategic differentiator, with efficiency, quality, self-service, and in-app support contributing to a better customer experience rather than just lower costs.

You Should Apply If

• You’ve led Support or Customer Experience operations in B2B SaaS at Director-level scope, with responsibility for several functions rather than a single program.

• You’ve directly managed senior ICs or functional experts and are enthusiastic about coaching them through specific, detailed feedback rather than managing from a distance.

• You can point to changes you led that improved Support’s efficiency without lowering the quality of help customers received.

• You enjoy digging into data, questioning what the numbers mean, and using what you learn to improve how Support operates.

• You’re energized by bringing structure and coordination to genuinely different disciplines, including systems, workforce management, quality, and training.

• You believe efficiency and quality should reinforce each other, and you want to prove it operationally.

• You’re excited to help shape a still-forming organization, develop people, and partner on hiring as its functions grow.

• You want your work to directly shape how customers experience Ashby, and you’re willing to stay close enough to the details to make sure it does.

You Should Not Apply If

• Your background is outside B2B SaaS Support or Customer Experience operations, or you’ve only led a frontline Support team or a single operational function.

• You haven’t directly managed senior ICs or functional experts.

• You want to manage through a layer of managers or stay removed from operational detail rather than directly coach functional experts.

• You need mature, fully staffed functions and established playbooks to step into. Several of these areas are still being built.

• You’d rather own one function deeply than coordinate across several.

• You’re uncomfortable operating in ambiguity or defining standards where none exist yet.

• You see efficiency and quality as inherently in tension rather than as goals to pursue together.

About Ashby

Ashby builds a suite of products that helps talent leaders, recruiters, and hiring managers run their hiring process significantly better. We raised a $50M Series D in July 2025 and support nearly 5,000 customers, including Shopify, Snowflake, OpenAI, Deliveroo, and Confluent. We’re growing much faster than 100% year over year, with a team of roughly 300 people across 22+ countries. Learn more at ashbyhq.com.

About Go To Market

We view our Support team as an extension of the product itself, one that ensures an optimal customer experience for customers ranging across all market segments. Here are a few points that should give you an idea of what it is like to work with us:

• We spend a lot of time building best-in-class products since we believe a highly differentiated product is easier to sell.

• We also spend a lot of time building a best-in-class customer experience. We aim to offer deep expertise whenever we interact with prospects and customers.

• We strongly believe that small teams with very talented people and the right work environment deliver much better performance than teams with large headcount.

We value a strong sense of ownership, principled thinking over experience, and thoughtful communication (we put a lot of effort into using the right communication channels) - we’ll get into these and other values during the hiring process. You can take a look at our Leadership Principles to get a sense of what we value in People Leaders at Ashby.

Interview process

Our interview process is thorough and designed to give you enough information to assess whether Ashby is the right fit for you, while helping us evaluate technical reasoning, communication precision, and ownership.

• Intro call with Recruiting — 30 min

• Hiring Manager interview — 45 min

• Take-home assessment — 5 days to complete

• Sr. Leadership interview — 45 min

• Virtual Onsite — 105 min

  • WFM & Support Ops — 30 min

  • QA & Training — 30 min

  • Support Leaders — 30 min

  • Closing Questions — 15 min

• Founder interview — 30 min

Benefits

Benefits vary by country and are shared in more detail during the process. International employees receive statutory benefits and, where available, employer-paid supplemental health coverage.

• 10-year exercise window for stock options. You shouldn’t feel pressure to purchase stock options if you leave Ashby—do it when you feel financially comfortable.

• Unlimited PTO with four weeks recommended per year. Expect “Vacation?” in our one-on-one agenda until you start taking it 😅

• Twelve weeks of fully paid family leave in the US. We plan to expand this to employees in other countries as situations arise.

• A $1,200 annual learning and professional-development budget.

• A one-time $2,000 home-office setup budget for furniture, monitors, peripherals, and ergonomic equipment, plus a company-provided laptop.

• Extended health benefits for you and your dependents (subject to availability with our Employer of Record)

• Opportunities to spend time with teammates through an annual company offsite, team offsites, local meetups, and virtual events.

Ashby provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetics, sexual orientation, gender identity, or gender expression. We are committed to a diverse and inclusive workforce and welcome people from all backgrounds, experiences, perspectives, and abilities.

Ashby is committed to a fair and transparent hiring process. We confirm that this advertisement is for an active, existing vacancy within our organization. Please be advised that we may use artificial intelligence-driven tools to assist our recruitment team in screening, assessing, and selecting candidates for this position.