APAC Support Manager

Sage; Sydney; On-site; AUD 150,000 - 190,000; Full time

Job summary

Sage is seeking an APAC Support Manager to lead regional support teams across Asia-Pacific, driving excellence in customer outcomes and stakeholder collaboration.

You will manage escalations, coordinate with global colleagues, and use data-driven insights to improve service delivery and performance across the product portfolio.

Qualifications

• Experience leading customer support teams in a technology environment.
• Proven ability to manage escalations and major incidents.
• Strong stakeholder management and clear communication across levels.

Responsibilities

• Lead and develop APAC regional support teams to deliver exceptional customer and partner experiences.
• Act as the senior escalation point for critical customer issues and ensure timely resolution.
• Drive major incident and escalation management activities with cross-functional coordination.

Skills

People leadership

Customer support

Escalations management

Cross-functional collaboration

Job description

Lead Support Excellence Across Asia-Pacific

At Sage, we believe exceptional customer experiences start with exceptional support. We're looking for an experienced and people-focused APAC Support Manager to lead and develop our regional support teams, ensuring customers and partners receive outstanding service across our product portfolio.

This is a high-impact leadership role where you'll be responsible for driving operational excellence, supporting complex customer escalations, and empowering teams to deliver consistently high-quality outcomes. You'll play a key role in shaping the support experience across the Asia-Pacific region while partnering with stakeholders around the globe to continuously improve how we serve our customers.

What You'll Be Doing

As APAC Support Manager, you'll lead a talented team of support professionals and create an environment where collaboration, accountability and customer advocacy thrive.

Key responsibilities include:

• Leading, coaching and developing support teams across the APAC region to deliver exceptional customer and partner experiences.
• Acting as the senior escalation point for critical customer issues, ensuring challenges are managed effectively and resolved in a timely manner.
• Driving major incident and escalation management activities, coordinating cross-functional teams to minimise customer impact.
• Building strong relationships with global support teams, partners and business stakeholders to align priorities and improve outcomes.
• Using operational data and insights to drive performance, service improvements and customer satisfaction.
• Supporting workforce planning, recruitment, onboarding and succession planning to ensure long-term team success.
• Championing continuous improvement across support processes, knowledge management and service delivery practices.
• Contributing to strategic initiatives that enhance the support function and overall customer experience.

What We're Looking For

You’ll be a proven people leader with experience managing customer-facing support teams in a fast-paced technology environment.

We're particularly interested in candidates who have:

• Experience leading and developing technical or customer support teams across multiple locations or regions.
• A strong customer-first mindset with a passion for service excellence.
• Demonstrated experience managing escalations, major incidents and complex customer situations.
• The ability to influence and collaborate effectively across functions and levels of the organisation.
• Strong analytical and problem-solving skills, with the ability to turn insights into action.
• Experience driving operational improvements and leading change initiatives.
• Excellent communication and stakeholder management skills.

Why Join Sage?

At Sage, you'll be part of a global organisation that helps millions of customers run their businesses more effectively. We invest in our people, encourage continuous learning and provide opportunities to grow your career while making a real impact.