Support Workforce Management Lead - Americas
Remote - USRemote
Posted Jan 29, 2026
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 WFM operates at Ashby, setting the foundation for a scalable, adaptable, and people-centric approach.