APAC Product Support Lead: Scale & Delight Customers

Ashby; Central Coast Council; On-site; AUD 180,000 - 240,000; Full time

Benefits offered by this job

Unlimited PTO

Stock options

Competitive compensation

Education budget

Equipment budget

Conference budget

Job summary

Ashby is seeking a forward-thinking Manager of Product Support to own the APAC region. You will lead a small, high-performing team of product support specialists and partner with Product, Engineering, and Customer Success to design scalable support models.

You’ll shape processes, drive KPIs, and elevate the customer experience while navigating ambiguity and aligning with Ashby’s ambitious goals. This leadership role combines strategic thinking with hands-on execution across a growing SaaS

Qualifications

• Proven track record of leading and growing high-performing, technically strong B2B SaaS support teams.
• Ability to operate in ambiguity and balance strategic foresight with operational execution.
• Customer-centric mindset with focus on outstanding support experiences.
• Strong technical background and ability to discuss APIs, integrations and workflows with technical teams.
• Data-driven, analytical approach to drive improvements and SLAs.
• Experience partnering with Product, Engineering, and Customer Success teams.

Responsibilities

• Lead the APAC regional support team (~5 specialists) and scale as the region grows.
• Develop and implement effective support strategies, monitor KPIs, and address escalated issues.
• Collaborate with Product, Engineering and Customer Success to improve processes and documentation.
• Maintain alignment with SLAs and drive a customer-obsessed culture.

Job description

Ashby is seeking a forward-thinking Manager of Product Support to own the APAC region. You will lead a small, high-performing team of product support specialists and partner with Product, Engineering, and Customer Success to design scalable support models.

You’ll shape processes, drive KPIs, and elevate the customer experience while navigating ambiguity and aligning with Ashby’s ambitious goals. This leadership role combines strategic thinking with hands-on execution across a growing SaaS