Support Workforce Management Lead - Americas

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 creativ...