Customer Escalation Manager
•Marketing· 6h
🎧 Support⏰ Full-time🎯 Lead / Principal🇺🇸 USA
6h ago
Ashby·6 days ago
Hi! I’m Allie, Head of Support at Ashby. 👋 As our Support organization continues to scale globally, one of the most critical levers for delivering an exceptional customer experience is ensuring we have the right capacity, in the right places, at the right times, without sacrificing flexibility, quality, or humanity.
That’s why we’re excited to hire our first Workforce Management Lead at Ashby.
This is not a traditional WFM role in a call center environment. Our Support team is highly tenured, deeply technical, and made up of thoughtful practitioners who regularly contribute beyond tickets by partnering on projects, enabling self-service, shaping tooling, and influencing product direction. Your role will be to design and own the systems that allow this team to do their best work while still meeting our SLA commitments as customer needs evolve.
This role is for someone who loves forecasting and capacity planning, but also thrives in ambiguity, enjoys creative problem-solving, and sees WFM as a strategic function, rather than a compliance exercise.
About the Role:
As the Workforce Management Lead, you’ll build Ashby’s WFM function from the ground up. You’ll own forecasting, capacity modeling, and schedule design across a global Support organization, ensuring we can meet SLAs while remaining flexible enough to experiment with new channels, offerings, and ways of working.
You’ll partner closely with Support Leadership and Support Operations to translate business goals into practical staffing plans. You’ll balance data rigor with human judgment while recognizing that our team’s expertise is a feature, not a constraint, and that great workforce planning enables impact beyond ticket queues.
Since this is a brand-new function, you’ll have significant influence over how WFM operates at Ashby, setting the foundation for a scalable, adaptable, and people-centric approach.
Role Responsibilities:
Own short- and long-term forecasting models across regions, channels, and customer segments.
Translate growth projections, seasonality, and product changes into actionable capacity plans.
Model multiple scenarios (e.g. new channels, enterprise coverage shifts, project allocations) to support informed decision-making.
Design and maintain global schedules that align required coverage with our headcount and skill distribution.
Partner with Support Managers to evolve schedules as the team grows, regions expand, and needs change.
Ensure coverage plans support SLA attainment as part of a holistic vision of Support success.
Work with a tenured, trusted Support team where flexibility, judgment, and expertise are expected.
Enable Support team members to contribute to projects, experiments, and cross-functional initiatives while maintaining customer commitments.
Help leadership understand tradeoffs between capacity, quality, and strategic investment.
Build and maintain dashboards and models that provide visibility into capacity health, risk, and opportunity.
Surface insights that inform hiring plans, regional strategy, and operational priorities.
Continuously refine assumptions and models as customer behavior and support delivery evolve.
Partner closely with Support Leadership, Operations, Enablement, and Product to align workforce planning with company goals.
Act as a thought partner in conversations about new support offerings, channel experiments, and service levels.
Advocate for sustainable, human-centered workforce decisions that scale with the business.
Experience in Workforce Management, capacity planning, or operational planning in a Support, CX, or technical services environment.
Strong understanding of forecasting methodologies, staffing models, and coverage strategies.
Comfort operating without an existing WFM playbook and building systems from scratch.
Highly analytical with the ability to turn complex data into clear insights and recommendations.
Skilled at building models that account for uncertainty, variability, and change.
Experience working with Support metrics and SLAs in a nuanced, non-mechanical way.
Deep respect for the expertise of Support professionals and an appreciation for flexible, trust-based environments.
Strong communicator who can explain tradeoffs and recommendations to technical and non-technical stakeholders.
Comfortable partnering across leadership levels.
You Should Apply If:
You love using data to solve ambiguous problems and inform strategic decisions.
You see WFM as an enabling function, not a policing one.
You enjoy designing systems that can evolve as the business changes.
You’re excited to partner with experienced, Technical Support professionals who value autonomy and impact.
You’re motivated by building something foundational that will shape how Support scales long-term.
You should not apply if:
You’re looking for a traditional call-center WFM environment focused primarily on schedule adherence.
You prefer fixed rules and static models over iteration and experimentation.
You’re uncomfortable operating in ambiguity or building structure where none exists.
You believe there is one “correct” way to staff or forecast Support.
We’re building the next generation of enterprise software, and we’re starting with a suite of products that help talent leaders, recruiters, and hiring managers run their hiring process significantly better. Learn more on our website: https://www.ashbyhq.com/
We are well-funded and backed by great investors, including Y Combinator, Elad Gil and Lachy Groom. We publicly launched in October 2022 and are working with amazing companies we're proud to partner with.
We’ve built an incredible team and exceptional product over the past few years, and we truly are just getting started. In short, this is the perfect time to join 🚀
Our Support team is a part of our Customer Success department, and thus is a part of our Go To Market function. 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 hope our 9.8 Support rating on G2 signals this).
We strongly believe that small teams with very talented people and the right work environment deliver much high performance and we're built accordingly.
Our interview process is thorough — we aim to ensure each person that joins the team is the right fit for Ashby and will provide ample information for you to assess if Ashby is the right fit for you. The process for this role is as follows:
Intro Call with Recruiting - 30 Minutes
Hiring Manager Interview - 45-60 Minutes
Take Home Assessment - 1 week to complete
Final Round interview
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.