APAC Product Support Manager — Lead & Scale

Jobicy; United States; À distance; USD 150 000 - 190 000; Plein temps

Avantages offerts par ce poste

Unlimited PTO

Stock options

Education budget

Equipment budget

Résumé du poste

Ashby is hiring the first Manager of Product Support for APAC, leading a small but growing team of technical specialists. You will shape how Support operates in a new region, balancing strategic foresight with operational execution to scale customer experiences.

You will partner with Product, Engineering, and Customer Success to implement effective strategies, monitor KPIs, and resolve escalated issues while fostering team growth and knowledge sharing across the region.

Qualifications

• Demonstrated ability to lead and grow high-performing technical support teams.
• Ability to balance strategic vision with day-to-day operations.
• Deep understanding of B2B SaaS support needs and customer expectations.
• Strong data-driven mindset to improve processes and outcomes.

Responsabilités

• Lead and scale APAC Product Support with a focus on customer experience.
• Collaborate with Product, Engineering and Customer Success to improve support processes.
• Monitor KPIs and drive initiatives to reduce escalations and improve SLAs.
• Foster a high-performing, inclusive team culture and professional growth.

Connaissances

Leadership

Strategic thinking

Customer-centric

Analytical

Cross-functional collaboration

Communication

Outils

Support technologies

Ticketing systems

Analytics platforms

Description du poste

Ashby is hiring the first Manager of Product Support for APAC, leading a small but growing team of technical specialists. You will shape how Support operates in a new region, balancing strategic foresight with operational execution to scale customer experiences.

You will partner with Product, Engineering, and Customer Success to implement effective strategies, monitor KPIs, and resolve escalated issues while fostering team growth and knowledge sharing across the region.