APAC Product Support Manager — Lead & Scale Team

Ashby; Philippines; On-site; PHP 4,947,000 - 7,733,000; Full time

Benefits offered by this job

Stock options

Unlimited PTO

Education budget

Equipment budget

Competitive compensation

Job summary

Ashby is hiring its first Manager of Product Support for the APAC region. You will lead a small but mighty team of Product Support Specialists, partner with other Support leaders, and shape how we scale exceptional customer support globally.

You will own support strategies, monitor KPIs, resolve escalated issues, and collaborate with Product, Engineering, and Customer Success to improve the customer experience. This role requires strategic thinking and hands-on leadership.

Qualifications

• Proven track record leading B2B SaaS support teams.
• Ability to set strategy and scale support operations.
• Experience managing complex technical issues and SLAs.
• Strong collaboration with Product, Engineering and Success teams.
• Comfort with ambiguity and cross-region leadership.

Responsibilities

• Lead and grow a regional product support team of specialists.
• Develop and implement effective support strategies.
• Monitor KPIs and ensure escalations are resolved.
• Collaborate with product, engineering, and customer success teams.
• Drive continuous improvement of processes and documentation.

Skills

Support Leadership

Systematic thinking

Customer-Centric

Strong Technical Background

Analytical

Data-driven decision making

APAC region experience

Job description

Ashby is hiring its first Manager of Product Support for the APAC region. You will lead a small but mighty team of Product Support Specialists, partner with other Support leaders, and shape how we scale exceptional customer support globally.

You will own support strategies, monitor KPIs, resolve escalated issues, and collaborate with Product, Engineering, and Customer Success to improve the customer experience. This role requires strategic thinking and hands-on leadership.