APAC Product Support Lead - Build & Scale

Ashby; Alice Springs; Hybrid; AUD 140,000 - 210,000; Full time

Benefits offered by this job

Unlimited PTO

Stock options

Education budget

Generous equipment budget

Conferences coverage

Job summary

Ashby is seeking a regional Manager of Product Support for APAC to lead a small team of Product Support Specialists and collaborate with cross-functional leaders to scale support globally.

You will own the regional strategy, balance short-term execution with long-term planning, drive improvements in processes, SLAs, and customer outcomes, and mentor the team to grow their technical and customer-experience skills.

Qualifications

• Proven leadership of high‑performing B2B SaaS support teams.
• Ability to shape regional support strategy and processes.
• Strong understanding of customer‑centric support and SLAs.
• Experience discussing APIs and tech concepts with engineers.

Responsibilities

• Lead and grow the APAC product support team (~5).
• Partner with Product, Engineering, and CS to shape support strategy.
• Define and monitor KPIs, escalations, and customer outcomes.
• Scale processes and documentation to improve efficiency and quality.
• Foster a positive team culture and develop talent.
• Stay current on industry trends to drive process improvements.

Skills

Leadership

Strategic thinking

Customer-centric

Technical communication

Data-driven

People development

SLAs & Escalations

Job description

Ashby is seeking a regional Manager of Product Support for APAC to lead a small team of Product Support Specialists and collaborate with cross-functional leaders to scale support globally.

You will own the regional strategy, balance short-term execution with long-term planning, drive improvements in processes, SLAs, and customer outcomes, and mentor the team to grow their technical and customer-experience skills.