Ashby
Staff IT Engineer
Remote6 days ago
Customer Service United States · Remote USD 90k-115k / year + Equity Posted on Feb 5, 2026 Apply now Location
Full time
February 9, 2026 at 12:00 PM EST
Compensation $90K – $115K
The posted range represents the typical compensation range for this role. To determine actual compensation we review the market rate of each candidate which can include a variety of factors including qualifications, experience, and location. Additional benefits are shared as part of the job posting.
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.
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.
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.
Role Requirements Workforce Management Expertise
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 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’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 🚀
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.
Intro Call with Recruiting - 30 Minutes
Take Home Assessment - 1 week to complete
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.
Compensation Range: $90K - $115K
Apply now See more open positions at Ashby