Manager, Product Support - APAC

The role

You will lead a team of Technical Support Specialists in the APAC region. You will develop support strategies, monitor KPIs, and collaborate with Product, Engineering, and Customer Success teams to improve the customer experience.

What you will do

• Lead and grow a team of Product Support Specialists
• Develop and implement effective support strategies
• Monitor key performance indicators
• Resolve escalated customer issues
• Collaborate with Product, Engineering, and Customer Success teams
• Maintain support documentation
• Improve support processes using industry trends
• Foster a positive team environment
• Drive professional growth and development within the support team
• Manage daily Support workload according to urgency, SLAs, and staffing

Required qualifications

• Proven track record of leading and growing high-performing and highly technical B2B SaaS Support organizations
• Ability to address thematic customer issues and improve Support processes
• Deep understanding of B2B customer needs
• Experience working with complex B2B software products
• Ability to understand, troubleshoot, and communicate technical concepts including APIs, integrations, and system workflows
• Ability to oversee resolution of complex technical issues in alignment of SLAs
• Comfortable using data and metrics to drive decision-making
• Well versed in Support organizations, related KPIs, and related systems like ticketing, analytics, and Help Center

Nice to have

• Care deeply about both the customer and employee experience
• Strive to become a product and industry expert
• Detail-oriented
• Eager to improve processes and workflows
• Love to coach and enable
• Enjoy analyzing the Support journey for self-service and delivery improvements
• Thrive in representing the voice-of-the-customer

Benefits

• Competitive compensation
• 10-year exercise window for stock options
• Unlimited PTO with four weeks recommended per year
• Generous equipment, software, and office furniture budget
• $100/month education budget with more expensive items covered with manager approval

Before you apply

• Recruiter Screen
• Interview with Hiring Manager
• Take-Home Assessment
• Support Management Approach interview
• Final Round interviews

About the company

Ashby builds best-in-class products and believes small teams with talented people deliver better performance. They value ownership, principled thinking, and thoughtful communication.