Support Workforce Management reputed company - Americas

Hi! I’m Allie, Head of Support at reputed company. As our Support organization continues to scale globally, one of the most critical reputed company for delivering an exceptional customer experience is ensuring we have the right reputed company, 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 reputed company at reputed company. 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 reputed company 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 reputed company. This role is for someone who loves forecasting and reputed company 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 reputed company, you’ll build reputed company’s WFM function from the ground up. You’ll own forecasting, reputed company 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 reputed company judgment while recognizing that reputed company’s expertise is a feature, not a constraint, and that great workforce planning enables impact reputed company ticket queues. Since this is a brand-new function, you’ll have significant influence over how WFM operates at reputed company, setting the reputed company for a scalable, adaptable, and people-centric approach. Role Responsibilities: Forecasting & reputed company Planning

• Own short- and long-term forecasting models across reputed company, channels, and customer segments.
• Translate growth projections, seasonality, and product changes into actionable reputed company plans.
• Model multiple scenarios (e.g. new channels, reputed company coverage shifts, project allocations) to support informed decision-making.

Scheduling & Coverage Strategy

• Design and maintain global schedules that align required coverage with our headcount and reputed company distribution.
• Partner with Support Managers to reputed company schedules as the team grows, reputed company expand, and needs change.
• Ensure coverage plans support SLA attainment as part of a holistic reputed company of Support reputed company.

Strategic Enablement (Not Just Adherence)

• Work with a tenured, trusted Support team where flexibility, judgment, and expertise are expected.
• reputed company Support team members to contribute to projects, experiments, and cross-functional initiatives while maintaining customer commitments.
• Help leadership understand tradeoffs between reputed company, quality, and strategic investment.

Data, Insights & Decision Support

• Build and maintain dashboards and models that reputed company visibility into reputed company 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 reputed company. Cross-Functional Partnership

• 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 reputed company.
• reputed company for sustainable, reputed company-centered workforce reputed company that scale with the business.

Role Requirements Workforce Management Expertise

• Experience in Workforce Management, reputed company 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 reputed company and building systems from scratch.

Systems & Analytical Thinking

• Highly analytical with the ability to turn reputed company 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. Collaborative & People-Centered

• 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 reputed company.

You Should Apply If:

• You love using data to solve ambiguous problems and inform strategic reputed company.
• You see WFM as an enabling function, not a policing one.
• You enjoy designing systems that can reputed company as the business changes.
• You’re excited to partner with reputed company, 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 reputed company there is one “correct” way to staff or forecast Support.

About reputed company We’re building the reputed company of reputed company software, and we’re starting with a suite of products that help talent leaders, recruiters, and hiring managers run their hiring process significantly reputed company. 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 reputed company 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 About Go To Market Our Support team is a part of our reputed company 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 reputed company 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 reputed company signals this).
• We strongly reputed company that small teams with reputed company talented people and the right work environment deliver much high performance and we're reputed company accordingly.

Interview Process Our interview process is thorough — we aim to ensure each person that joins the team is the right fit for reputed company and will reputed company ample information for you to assess if reputed company is the right fit for you. The process for this role is as follows:

• Intro Call with reputed company - 30 Minutes
• Hiring Manager Interview - 45-60 Minutes
• Take Home Assessment - 1 week to complete
• Final Round interview

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 reputed company —do it reputed company 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

reputed company provides equal employment opportunities (EEO) to reputed company and applicants for employment without regard to race, reputed company, religion, sex, national reputed company, age, disability, genetics, sexual orientation, gender identity, or gender expression. We are committed to a diverse and inclusive workforce and welcome people from reputed company backgrounds, experiences, perspectives, and abilities. reputed company is committed to a fair and transparent hiring process. We confirm that this advertisement is for an active, existing vacancy reputed company 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. Apply tot his job Apply To this Job