Support Manager
Job Description
Hi, I’m Allie, Head of Support here at Ashby. 👋 One of my favorite things about being a part of Ashby is the Operating Principle of caring deeply about our customers. We are growing our Support Team with the customer experience at the heart of everything we do. To help us continue delivering exceptional Support, we are thrilled to be adding a Support Manager to the team. In this role, you will have the opportunity to lead a team of incredible Support Specialists and have significant influence on growing and maintaining a high-performing team.
About this role:
As the Support Manager, your primary responsibility will be to lead and manage a team of Support Specialists to ensure an exceptional customer experience. You will partner with other members of Support leadership and Support Engineers to develop and implement effective support strategies, monitor key performance indicators, and resolve escalated customer issues. The Support Manager will collaborate with Product, Engineering, and Sales teams to address customer needs, maintain support documentation, and conduct training sessions for the team. Additionally, you will stay current with industry trends to continuously improve support processes, foster a positive team environment, and drive professional growth and development within the support team.
Role Requirements:
- Support Leadership: You have a proven track record of leading and growing high-performing Support organizations, driving a culture of excellence and empathy.
- Systematic thinking: You proactively address thematic customer issues and improve Support processes, leveraging Support technologies and innovative processes to enhance the efficiency and efficacy of the Support team.
- Customer-Centric: You have a deep understanding of B2B customer needs and have a history of ensuring outstanding support experiences.
- Timely Issue Resolution: You are invested in overseeing the resolution of complex technical issues in alignment of our SLAs
- Analytical: You are comfortable using data and metrics to drive decision-making, continually improving both the team and customer experience.
- Technical expertise: You are well versed in Support organizations, related KPIs, and related systems (ticketing, analytics, Help Center, etc.).
You could be a great fit if:
- ⭐ You care deeply about both the customer and employee experience and derive satisfaction from enabling others to be successful.
- 🤓 You strive to become a product and industry expert. You align with the goal of creating differentiation via the Support experience and being a go-to partner for your team members. You recognize the expertise the team possesses and are continuously striving to learn and maintain your own expertise in the product.
- 🔍 Your peers describe you as being detail-oriented. You take pride in operational efficiencies and consider processes from a holistic perspective.
- 📋 You know process matters. You are eager to improve processes and workflows to enhance efficiency and efficacy.
- 🤝You love to coach. You see every teaching moment as an opportunity and are excited to help teams grow.
- 📈 You enjoy analyzing the Support journey and identifying opportunities for self-service and delivery improvements.
- 📣 You thrive in representing the voice-of-the-customer as you hone internal processes, as well as advocating for manageable and efficient processes for Support Specialists.
You may not want to apply if:
- You’re excellent at managing existing Support policies and practices, but identifying and rolling out new processes is not in your wheelhouse.
- You do not want to handle customer-facing tickets, whether for escalation or ongoing learning.
- Managing the daily Support workload according to urgency, SLAs, and staffing is not something you’re interested in.
- The prospect of serving as an expert in both Ashby as a solution and Support best practices is not appealing to you.
- You believe there is one right way to provide and Support and measure success.
Our Philosophy:
Here are a few key points (relevant to the go-to-market side) 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 a lot easier to sell.
- We want to offer deep expertise whenever we interact with prospects and customers – whether it be through scaled engagements (e.g. webinars), 1:1 conversations, or through written word (e.g. documentation).
- 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 hire and compensate accordingly.
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.
Benefits:
- You’ll get the time to do things the right way; we put a lot of emphasis on high quality work and avoid quick hacks as much as possible.
- You get to sell a product that our prospects & customers are truly excited about.
- Competitive compensation is offered.
- 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 is 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.
- Generous equipment, software, and office furniture budget. Get what you need to be happy and productive!
- $100/month education budget with more expensive items (like conferences) covered with manager approval.
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.
More job openings
Senior Contract Recruiter
Are you a skilled recruiter with high volume experience in the fintech industry? Are you looking for a challenging and dynamic contract role that allows you to work flexibly for 6 months? Look no further!
Tasks
Our fintech client, is seeking a Senior Contract Recruiter in Europe to join their team during a time of change and growth. As the company continues to expand and evolve, our client needs a talented and driven individual to assist in finding the best candidates for all open positions.
As a Contract Recruiter, you will play a crucial role in identifying, attracting, and hiring top talent for our client. Your responsibilities will include sourcing and screening candidates, conducting interviews and working closely with hiring managers to understand their needs and develop effective solutions to meet those needs.
Requirements
To be successful in this role, you must have a deep understanding of the fintech industry and its talent landscape. You should be a sourcing expert and able to creatively utilise various recruitment methods with a limited budget, including online job boards, LinkedIn Sales Navigator and social media.
Strong communication and interpersonal skills are a must, as you will be interacting on all levels with international candidates, hiring managers, and other HR team members on a daily basis.
With our client undergoing a period of change, we need someone who is adaptable, resilient, and able to work in a fast-paced environment!
Your ability to multitask and prioritise will be critical in managing a high volume of recruitment activities.
Benefits
This is a contract position for approximately 6 months, located in European timezone.
If you are a results-driven and adaptable Contract Recruiter (Sales/Business or Technical) with a passion for finding top talent, we would love to hear from you.
Please answer these questions in the 'cover letter' field on the application form:
- Have you previously worked in the UK or collaborated with British-based teams?
- Are you currently working remotely or from home?
- Have you had any experience working as an independent contractor in the past?
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Customer Success Specialist
The ideal candidate will have impeccable relational skills and can create win/win environments for all parties that he or she works with.This candidate will be responsible for providing an excellent customer service experience and help customers achieve their desired goals.
Responsibilities
Operational follow-up:
- Manage students' requests, including lesson/package operation, complaints, etc
- Manage and monitor students' actions and public reviews
- Ensure the transmission of policy launch-out to the concerned service
- Assist with quality assurance, seeking to identify & solve bug or technical-related issues
- Proactively problem-solve with the Product Ops, Product, Tech and Marketing teams
Community Moderation:
- Moderate community contents, including discussions, notebook, etc
- Deal with the user complaints reported in community
- Nurture the italki community and support users via email, community, italki message, etc
Management & Coordination :
- Day to day management and response to students' emails
- Diagnosis of the existing student support across departments
- Identify best practices to improve procedural guides and keep them updated according
to new actions (new releases, system update, new policy etc.)
Mobile Support:
- Reply the reviews in all the app stores, including App Store, Google Play Store, Tencent, Huawei, 360 etc
- Analyze the feedback from the reviews to help improve the iOS and Android app.
Regional Operation Support:
- Customer support for China team, including but not limited to WeChat support, live chat, etc
- Customer support for other regional team if needed
Requirements
- Bachelor Degree, English Major or equivalent practical experience
- 0-2 years online and offline customer facing experiences
- Strong interpersonal skills and multicultural awareness
- Strong communication and reporting ability, and able to clearly summarize and report the operation status of a policy announcement based
- Results-orientation, faculty-centric, Inspire dedication, strong ownership
- Highly organized with attention to details
- Highly adaptable to cross-functional environment
- Excellence in presentation, spoken and written skills in English
Plus
- Passion for languages with language skills in addition to required English
- Experience in a customer service environment preferred
- Experience in high tech, software development, education technology industries
- Experience in growing and scaling company growth or start up team experience
- Experience in companies with global / regional presence with multiple offices across different countries
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The rich text element allows you to create and format headings, paragraphs, blockquotes, images, and video all in one place instead of having to add and format them individually. Just double-click and easily create content.
Static and dynamic content editing
A rich text element can be used with static or dynamic content. For static content, just drop it into any page and begin editing. For dynamic content, add a rich text field to any collection and then connect a rich text element to that field in the settings panel. Voila!
How to customize formatting for each rich text
Headings, paragraphs, blockquotes, figures, images, and figure captions can all be styled after a class is added to the rich text element using the "When inside of" nested selector system.
What’s a Rich Text element?
The rich text element allows you to create and format headings, paragraphs, blockquotes, images, and video all in one place instead of having to add and format them individually. Just double-click and easily create content.
Static and dynamic content editing
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Integration Engineer
Join a fast-growing, open-source dev-tool startup with repeat founders and Y Combinator backing:
At Nango (YC W23), we have developed an open-source platform dedicated to product integrations. It's a developer tool crafted by engineers, for engineers, seamlessly connecting software solutions.
We are searching for an integrations engineer who is keen on profoundly impacting other developers' lives.
By joining us, you will also be stepping into a well-funded, seed-stage startup environment.
Learn more about jobs at Nango, our team, and what we shipped lately.
Location
Remote across the Americas & EMEA.
What You’ll Do
- Develop new integrations and maintain existing ones.
- Collaborate tightly with the product team to improve Nango.
- Work directly with customers.
Requirements
- Strong ownership & work ethic
- Strong organizational skills to track and fulfill customer requests
- Excellent English and clear communication skills
- Coding velocity & ability to multi-task to meet customer deadlines
- Ability to write high-quality code: readable, structured, documented, reliable, memory-efficient & performant
- 1+ years of experience in professional backend engineering
- Proficiency in Node.js and Typescript.
Interview process
- A single 40-minute coding interview
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How to customize formatting for each rich text
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What’s a Rich Text element?
The rich text element allows you to create and format headings, paragraphs, blockquotes, images, and video all in one place instead of having to add and format them individually. Just double-click and easily create content.
Static and dynamic content editing
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How to customize formatting for each rich text
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UIUX Designer
Responsibilities
- Rapidly design, prototype and develop elegant solutions focused on helping users integrate into the community.
- Gather insights from data and qualitative research, develop hypotheses, sketch solutions with prototypes, and test ideas with our data team and in experiments.
- Think about universal designs that can scale not just across platforms but also internationally and across user types.
- Document detailed interaction models and UI specifications.
- Collaborate with other designers to maintain design consistency and coherence across the features on italki’s apps and website.
Requirements
- Education background in ergonomics, psychology, industrial design, visual communication design or related design
- A minimum of 5 years’ proven experience in mobile Internet community or social products, knowledge payment or related industries
- Understand the design methods and trends of platform and mobile products
- In the user experience design principles, design methods and processes have a deep understanding, broad vision and high aesthetic standards
- Good logical thinking, innovative ability, pay attention to the industry design trends, familiar with the current interactive form and user operation mode. Have strong data thinking and logical ability
- Excellence in presentation, spoken and written skills in English
Skills
A/B Testing · User Experience (UX) · User Experience Design (UED) · User Interface Design · Critical Thinking · English · Mobile Internet · Systems Design
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Static and dynamic content editing
A rich text element can be used with static or dynamic content. For static content, just drop it into any page and begin editing. For dynamic content, add a rich text field to any collection and then connect a rich text element to that field in the settings panel. Voila!
How to customize formatting for each rich text
Headings, paragraphs, blockquotes, figures, images, and figure captions can all be styled after a class is added to the rich text element using the "When inside of" nested selector system.
What’s a Rich Text element?
The rich text element allows you to create and format headings, paragraphs, blockquotes, images, and video all in one place instead of having to add and format them individually. Just double-click and easily create content.
Static and dynamic content editing
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How to customize formatting for each rich text
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