Taking applicationsChat / Email·Posted 8d ago
Manager, Product Support ‑ APAC
AshbyVerified company
Australia Singapore South Korea Philippines Japan
Pay
$60.5–$79.5/hr
Job type
Full-time · Remote
Hours
Flexible
Location
Australia Singapore South Korea Philippines Japan
EnglishLead level
About the role
Ashby is hiring its first APAC Manager of Product Support to lead about five Technical Support Specialists and build the region's support operations. The role combines team management, technical troubleshooting, escalation handling, and cross-functional work with Product, Engineering, and Customer Success.
What you'll do
- Lead and grow the APAC Product Support team
- Build and shape regional support operations
- Monitor KPIs and resolve escalated customer issues
- Collaborate with Product, Engineering, and Customer Success
- Maintain support documentation
- Improve support processes and workflows
- Coach and develop Support Specialists
- Handle customer-facing tickets when needed
What you'll need
- Proven track record leading technical B2B SaaS support organizations
- Strong technical background with complex software products
- Comfort discussing APIs, integrations, and system workflows
- Analytical and data-driven decision-making
- Experience with support systems such as ticketing and Help Center
- Experience managing SLAs and timely issue resolution
- Comfort with ambiguity and building new processes
- Customer-centric mindset
Skills
Support leadershipB2B SaaS supportTechnical troubleshootingAPIs and integrationsSupport analytics and KPIsProcess improvementCustomer-centric supportTeam coaching
Benefits
Paid time offStock optionsEquipment providedEducation budgetCompetitive compensation
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Applications close on 18 November.