APAC Product Support Manager: Lead Growth & Excellence

Ashby; Port Macquarie; On-site; AUD 150,000 - 210,000; Full time

Benefits offered by this job

Unlimited PTO

Stock options

Education budget

Equipment budget

Job summary

Ashby is seeking a regional Manager of Product Support for APAC, based in Australia. You will lead a small but growing team of Product Support Specialists, shape regional support operations, and partner with Product, Engineering, and Customer Success to scale exceptional customer experiences.

You will drive strategy, process improvements, and talent development while navigating ambiguity to meet ambitious company goals.

Qualifications

• Experience leading high-performing B2B SaaS support teams.
• Ability to operate effectively in ambiguity and drive scalable support models.
• Data-driven approach to improving SLAs, metrics, and customer outcomes.

Responsibilities

• Lead and scale the APAC Product Support team, partnering with Product, Engineering and Success.
• Define and implement regional support strategies and processes.
• Monitor KPIs and drive continuous improvement in customer experience.
• Collaborate with global leaders to align on vision and operational execution.
• Develop talent through coaching and structured growth plans.

Skills

People leadership

B2B SaaS

Customer-centric

Strategic planning

Analytics

Cross-functional collaboration

Tools

Ticketing systems

Help Center

APIs & integrations

Job description

Ashby is seeking a regional Manager of Product Support for APAC, based in Australia. You will lead a small but growing team of Product Support Specialists, shape regional support operations, and partner with Product, Engineering, and Customer Success to scale exceptional customer experiences.

You will drive strategy, process improvements, and talent development while navigating ambiguity to meet ambitious company goals.