APAC Product Support Manager - Lead & Scale Customer Care

Ashby; Mackay Regional; On-site; AUD 120,000 - 180,000; Full time

Benefits offered by this job

Unlimited PTO

Stock options

Education budget

Equipment budget

Office furniture budget

Job summary

Ashby is seeking a Manager of Product Support to lead a small, highly skilled team of Technical Support Specialists in the APAC region. You’ll partner with Support Leaders and cross-functional teams to shape how we scale exceptional customer support globally.

You’ll own strategic direction while balancing execution, advocating for customers and your team. The role starts with ~5 specialists and grows as Ashby expands in APAC.

Qualifications

• Leadership experience in B2B SaaS support organizations.
• Ability to drive customer-centric support strategies and processes.
• Analytical approach with data-driven decision making.

Responsibilities

• Lead and grow a high-performing, technically proficient product support team.
• Partner with Product, Engineering and Customer Success to implement effective support strategies.
• Monitor KPIs, resolve escalated issues, and scale support operations in APAC.

Skills

Leadership

Strategic thinking

Analytical

Customer-centric

Technical background

SLAs knowledge

Tools

Ticketing systems

Analytics tools

Documentation tools

Job description

Ashby is seeking a Manager of Product Support to lead a small, highly skilled team of Technical Support Specialists in the APAC region. You’ll partner with Support Leaders and cross-functional teams to shape how we scale exceptional customer support globally.

You’ll own strategic direction while balancing execution, advocating for customers and your team. The role starts with ~5 specialists and grows as Ashby expands in APAC.