APAC Product Support Manager: Lead & Scale Excellence

Ashby; Australia; Hybrid; AUD 180,000 - 230,000; Full time

Job summary

Ashby is expanding its Product Support team in APAC and is seeking a Manager of Product Support to lead a talented group of Specialists. You will partner with Support Leaders and Engineers to implement effective support strategies, monitor KPIs, and resolve escalated issues while shaping how we scale customer support globally.

You will work closely with our Director and VP of Customer Success, inheriting a team of ~5 specialists and growing it as the region ramps.

Qualifications

• Proven track record leading high‑performing B2B SaaS support teams and a culture of excellence and empathy.
• Able to proactively address customer issues and improve support processes using technology.
• Deep understanding of B2B customer needs and delivering outstanding support experiences.
• Experience discussing APIs, integrations, and system workflows with technical teams and translating into actionable insights for support.
• Strong ownership of SLA-aligned issue resolution and customer outcomes.
• Comfortable using data to drive decisions and continuously improve team performance and customer experience.
• Familiarity with ticketing, analytics, and self-service platforms in support operations.

Responsibilities

• Lead and grow a technical B2B SaaS support organization, balancing strategy with day-to-day execution.
• Collaborate with Product, Engineering, and Customer Success to align on support strategies and initiatives.
• Monitor KPIs and drive continuous improvement of processes and documentation.
• Own escalation management and ensure timely, effective resolution of complex issues.
• Coach and develop the support team to scale as the APAC region grows.

Skills

Leadership

Systematic thinking

Customer-Centric

Technical background

Timely issue resolution

Analytical

Technical expertise

Tools

Ticketing systems

Analytics tools

Help Center

Job description

Ashby is expanding its Product Support team in APAC and is seeking a Manager of Product Support to lead a talented group of Specialists. You will partner with Support Leaders and Engineers to implement effective support strategies, monitor KPIs, and resolve escalated issues while shaping how we scale customer support globally.

You will work closely with our Director and VP of Customer Success, inheriting a team of ~5 specialists and growing it as the region ramps.