Director, APAC Customer Support

pitchbookdata; Singapore; On-site; SGD 120,000 - 180,000; Full time

Benefits offered by this job

Physical Health

Private medical insurance

Private life insurance

Parental leave

Education subsidies

Job summary

PitchBook, a Morningstar company, is seeking a Director, APAC Customer Support to lead the regional support team and drive efficiency and quality across the APAC region. You will collaborate with global leaders to set strategy, hire, coach, and design onboarding programs, while aligning with the company’s emphasis on customer success and cross-functional collaboration.

The role requires strong leadership, a client-first attitude, and comfort operating in a fast-paced financial services

Qualifications

• Bachelor's degree required.
• 5+ years of professional management or team lead experience.
• Authorized to work in Singapore without visa sponsorship now or in the future.

Responsibilities

• Lead APAC Customer Support Managers to meet global SLA goals.
• Provide coaching and career development for team members.
• Conduct regular 1:1s to review performance and growth.
• Partner with Global Director to shape APAC support strategy and hiring.
• Oversee onboarding and trainings with People Development team.

Skills

People management

Customer success

Team leadership

Communication

Education

Bachelor's degree

Tools

Salesforce

Job description

At PitchBook, a Morningstar company, we are always looking forward. We continue to innovate, evolve, and invest in ourselves to bring out the best in everyone. We're deeply collaborative and thrive on the excitement, energy, and fun that reverberates throughout the company.

Our extensive learning programs and mentorship opportunities help us create a culture of curiosity that pushes us to always find new solutions and better ways of doing things. The combination of a rapidly evolving industry and our high ambitions means there's going to be some ambiguity along the way, but we excel when we challenge ourselves. We're willing to take risks, fail fast, and do it all over again in the pursuit of excellence.

If you have a good attitude and are willing to roll up your sleeves to get things done, PitchBook is the place for you.

About the Role:

As a member of our Account Management & Customer Success team, you will thrive on your ability to embrace and drive change and your commitment to ensuring you and PitchBook are always growing and improving. While continually learning and exploring new ideas and concepts, you will be inspired to ask questions and challenge the status quo while remaining focused on our customers' success. We value teamwork and collaboration and encourage our people to build strong, trusting relationships with their teammates, customers, and partners. A contagious positivity, insatiable curiosity, and people-first attitude are the winning traits of our most successful Account Management & Customer Success team members. If this sounds like you, join us!

PitchBook's Director, APAC Customer Support leads a regional Customer Support team. This includes goal setting, strategy development, headcount planning, compensation planning, and more. Ultimately, this role is responsible for managing an effective regional Customer Support organization with an emphasis on efficiency and quality.

Primary Job Responsibilities:

• Manage a team of Customer Support Managers in APAC to achieve global SLA goals, improve workflow efficiencies
• Provide coaching and career development for team members as needed
• Maintain a regular cadence of 1:1s with Customer Support Managers to recap performance, identify improvement opportunities, and support career development
• Partner with the Global Director, Customer Support to develop the APAC regional support strategy within the Customer Support organization
• Set hiring strategy for the APAC region of the Customer Support organization
• Design new team member onboarding and trainings; collaborating with the People Development team as needed to update trainings
• Work with Global Director, Customer Support to set the APAC regional schedule to ensure business hour coverage
• Serve as a point of escalation for critical client questions and coordinate with direct reports to resolve all client issues
• Work with the Director, Support Business Operations to assist with designing ongoing financial market and product trainings
• Cross collaborate with other departments from Product to Data Operations to provide actionable feedback and help innovate our internal processes
• Own large projects of strategic importance, assisting with product and process improvements
• Conduct monthly regional meetings to update Customer Support Specialists on best practices, performance metrics and continuing expectations
• Support the vision and values of the company through role modeling and encouraging desired behaviors
• Participate in various company initiatives and projects as requested

Basic Qualifications:

• Bachelor's degree, preferably in Business Administration or related field
• 5+ years of professional management or team lead experience, ideally in a Customer Support or Operations environment
• Must be authorized to work in Singapore without the need for visa sponsorship now or in the future

Preferred Qualifications:

• Demonstrated success with workflow optimization in a real time, fast paced environment
• Proficient with Salesforce or similar CRM preferred
• Excellent verbal and written communication skills with a keen eye for detail
• A client first attitude and love to engage with customers
• Interested in financial markets or services, particularly private equity and venture capital
• Ability to operate with a strong sense of urgency and deliver results
• Terrific prioritization skills to high call volume in parallel with project work
• Comfortable to engage with a diverse array of customers
• Team player with the desire to try new ideas in order to achieve greater levels of success
• Knowledge of the Microsoft Office suite including Outlook and Word

Benefits at PitchBook:

• Physical Health
• Private medical insurance
• Additional medical wellness incentives
• Private life insurance
• Emotional Health
• Parental leave
• Education subsidies
• Robust training programs on industry and soft skills
• Generous allotment of vacation days, sick days, and volunteer days
• Social Health
• Employee resource groups
• Company-