APAC Product Support Leader: Scale & Delight

Ashby; United States; Remote; USD 150,000 - 210,000; Full time

Job summary

Ashby is seeking our first Manager of Product Support to lead the APAC region. You’ll shape how we scale customer support, build processes, and drive a culture of customer excellence across a growing B2B SaaS environment.

You’ll partner with Product, Engineering, and Customer Success to implement effective support strategies, monitor KPIs, and develop a high-performing team of roughly five Product Support Specialists, with plans to grow as the region expands.

Qualifications

• Proven track record leading high-performing B2B SaaS support teams.
• Ability to translate customer needs into strategic initiatives.
• Strong collaboration with product, engineering and success teams.
• Comfort discussing APIs, integrations and system workflows with technical teams.

Responsibilities

• Lead and grow the APAC product support team.
• Develop and implement scalable support strategies.
• Partner with Product, Engineering and CS to resolve escalations.
• Monitor KPIs and drive processes to improve customer experience.
• Foster a positive team environment and professional growth.

Skills

Leadership

Strategic thinking

Customer-centric

Technical沟通

Job description

Ashby is seeking our first Manager of Product Support to lead the APAC region. You’ll shape how we scale customer support, build processes, and drive a culture of customer excellence across a growing B2B SaaS environment.

You’ll partner with Product, Engineering, and Customer Success to implement effective support strategies, monitor KPIs, and develop a high-performing team of roughly five Product Support Specialists, with plans to grow as the region expands.