Support Manager APAC

Work set-up: 
Full Remote
Contract: 
Full time
Experience: 
Senior (5-10 years)
Work from: 
Singapore

Offer summary

Qualifications:

Proven experience leading and growing support teams with a focus on customer satisfaction., Strong understanding of support systems, KPIs, and technical troubleshooting for complex software products., Excellent communication skills to collaborate with technical and non-technical teams., Ability to operate effectively in ambiguous environments and build scalable support processes..

Key responsibilities:

  • Lead and develop the support team in the APAC region, shaping support operations.
  • Collaborate with cross-functional teams to improve support strategies and customer experience.
  • Monitor performance metrics and resolve escalated customer issues promptly.
  • Drive continuous improvement of support processes and foster a positive team environment.

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Ashby Scaleup http://www.ashbyhq.com
51 - 200 Employees
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Job description

Caring deeply about our customers is one of our favorite Ashby Operating Principles in Support. As we continue to grow our Support Team with the customer experience at the heart of everything we do, were excited to hire our first APAC Support Manager to the team. In this role, youll lead an incredible group of Support Specialists, collaborate closely with a highperforming team of Support Managers, and help shape how we scale exceptional customer support globally.

About this role:

This is a unique opportunity to take ownership of a region. As our first regional manager in APAC, you won’t just be managing a team. You’ll be building and shaping how Support operates within an emerging region. This role requires someone who thrives in ambiguity, has a passion for building and can balance strategic foresight with operational execution. You’ll need to be both a strong advocate for our customers and for your team, as we continue to grow Support in line with our ambitious company goals.

You will partner with other Support leaders and Support Engineers to develop and implement effective support strategies, monitor key performance indicators, and resolve escalated customer issues. You will collaborate closely with Product, Engineering, and the broader Customer Success Teams to address customer needs, maintain support documentation, and uplevel the customer experience. You will stay current with industry trends to continuously improve support processes, foster a positive team environment, and drive professional growth and development within the support team.

When you start, you’ll work closely with our Head of Support and VP of CS – you’ll inherit a team of ~5 Product Support Specialists and will grow this team further once you’re ramped.

Role Requirements:

Required profile

Experience

Level of experience: Senior (5-10 years)
Spoken language(s):
English
Check out the description to know which languages are mandatory.

Hard Skills

Customer CentricityIssue Management

Other Skills

  • Analytical Thinking
  • Leadership
  • Technical Acumen
  • Analytical Thinking
  • Teamwork
  • Communication
  • Problem Solving
Are you interested?

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