Support Operations Specialist - Americas

HELLO!

I'm Allie, Head of Support at Ashby. 👋 As Ashby continues to scale its Support organization, we're investing in the operational foundation that helps our team deliver exceptional customer experiences with a high bar for quality, efficiency, and consistency.

We're looking for a Support Operations Specialist to strengthen the operational engine behind Support. You'll help ensure our tooling and workflows scale with the business, our data is accurate and actionable, and our systems enable the team to do its best work.

If you enjoy turning operational challenges into scalable systems, improving how teams work through thoughtful process and tooling design, and being the person a team relies on to keep things running smoothly, this could be a great fit.

ABOUT THE ROLE

You'll partner closely with our Support Systems Engineer and Support Leadership team to ensure our Support tooling, workflows, and operational infrastructure work effectively together.

The Support Systems Engineer owns the technical foundation of our Support systems. You'll own the operational side: making sure systems are configured to support our teams, data flows reliably to the right places, workflows continue to improve, and Support programs have the tooling they need to succeed.

You'll work across Support, Systems, Analytics, RevOps, and other partners to identify friction, improve operational visibility, and build scalable solutions. This role sits at the intersection of people, process, and technology. You don't need to be a software engineer, but you should be comfortable understanding systems, data flows, configurations, and integrations—and translating operational needs into practical improvements.

WHAT YOU'LL OWN:

Own and improve Support tooling and workflows

• Partner with the Support Systems Engineer to administer, maintain, and improve Support systems and workflows.

• Configure workflows that support programs such as QA, coaching, reporting, workforce management, and customer experience.

• Identify opportunities to reduce manual work, eliminate friction, and improve how Support teams use their tools.

• Define operational requirements and partner with technical teams to test, implement, and roll out system improvements.

Enable programs through better data and systems

• Partner with Support leaders and program owners to translate operational needs into scalable system requirements and workflows.

• Identify gaps between desired ways of working and current system capabilities, then drive practical solutions.

• Own the accuracy and reliability of Support operational data, ensuring key information is captured correctly and flows into reporting and downstream business systems.

• Partner with Analytics, RevOps, and Support to improve data quality, automation, reporting inputs, and operational visibility.

Drive projects, documentation, and adoption

• Own projects from problem definition through implementation, rollout, and iteration.

• Create and maintain documentation for workflows, system configurations, requirements, and operational processes.

• Establish best practices and resources that help Support teams use their tooling effectively.

• Partner on change management, communicate clearly across technical and non-technical teams, and proactively identify operational risks.

• Become a subject matter expert on how Support tooling enables the organization to operate at scale.

YOU SHOULD APPLY IF:

• You have experience in Support Operations, Customer Experience Operations, Business Operations, Systems Administration, or a similar operational role.

• You've worked with support tooling such as ticketing systems, knowledge bases, QA platforms, workforce management tools, CRM systems, or similar operational platforms.

• You've improved workflows, automations, processes, or operational systems in ways that made teams more effective.

• You naturally notice inefficiencies, look for patterns and dependencies, and build solutions that scale.

• You're comfortable working with data, reporting, and operational metrics, and you care deeply about accuracy, documentation, and consistency.

• You can partner effectively with technical teams and understand how systems, integrations, and data flows affect operations.

• You can independently drive ambiguous projects forward and translate operational needs into clear requirements and recommendations.

• You're energized by the intersection of people, process, data, and technology—and can think strategically while still digging into configurations, workflows, and details.

• You're the person teammates rely on when a workflow breaks, data doesn't look right, or a system needs improvement.

• You enjoy cross-functional partnership and helping people adopt better ways of working.

• You want to build systems with a visible impact on how a growing Support organization operates.

YOU SHOULD NOT APPLY IF:

• You're looking for a role focused only on running operational programs; this role focuses on the systems and infrastructure that enable those programs.

• You prefer maintaining existing workflows over identifying and driving improvements.

• You need a fully defined playbook before getting started; building and improving our operational foundation is part of the job.

• You prefer working independently without frequent partnership across Support, Systems, Analytics, and other teams.

• You're uncomfortable operating in ambiguity or making decisions with imperfect information.

• You're primarily interested in deep technical systems administration; this role partners closely with our Systems Engineer but focuses on operational effectiveness.

ABOUT ASHBY

Ashby builds a suite of products that help 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 http://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 https://www.ashbyhq.com/blog/culture/ashbys-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 — 45–60 min

• Take-home assessment — 5 days to complete

• Virtual onsite — 120 min

  • Meet the team — 30 min

  • RevOps & Data team — 45 min

  • CS and Support leadership — 30 min

  • Closing questions — 15 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.