Manager, Product Support – APAC

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🔥 0 minutes ago

🌐 Australia, Singapore, +3 more countries – Remote

🇦🇺 Australia – Remote 🇸🇬 Singapore – Remote 🇰🇷 South Korea – Remote 🇵🇭 Philippines – Remote 🇯🇵 Japan – Remote

💵 A$114k - A$186k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

✅ Product Manager

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Ashby

WebsiteLinkedInAll Job Openings

51 - 200 employees

💼 Consulting

🤝 B2B

👥 HR Tech

Consulting • B2B • HR Tech

Ashby is a software development company that specializes in providing hiring solutions for high-growth companies. Their platform enables teams of all sizes to manage an efficient and effective hiring process, helping organizations achieve their ambitious growth targets. Notable clients include Opendoor, Figma, Notion, Deel, and Modern Treasury.

📋 Description

• Lead and grow the Product Support team in the APAC region • Take ownership of and shape Support operations within an emerging region • Partner with Support leaders and Support Engineers to develop and implement support strategies • Monitor key performance indicators and resolve escalated customer issues • Collaborate with Product, Engineering, and Customer Success teams to address customer needs • Maintain support documentation and improve the customer experience • Stay current with industry trends and continuously improve support processes • Foster a positive team environment and drive professional growth and development • Manage daily Support workload according to urgency, SLAs, and staffing • Oversee resolution of complex technical issues in alignment with SLAs • Represent the voice of the customer and advocate for efficient processes • Grow the inherited team of approximately five Product Support Specialists

🎯 Requirements

• Proven track record leading and growing high-performing, highly technical B2B SaaS Support organizations • Ability to drive a culture of excellence and empathy • Systematic approach to proactively addressing thematic customer issues and improving Support processes • Experience leveraging Support technologies and innovative processes • Deep understanding of B2B customer needs • Experience working with complex B2B software products • Ability to understand, troubleshoot, and communicate technical concepts effectively • Comfort discussing APIs, integrations, and system workflows with technical teams • Ability to translate technical knowledge into actionable insights for the Support team • Commitment to overseeing complex technical issue resolution in alignment with SLAs • Comfort using data and metrics to drive decision-making • Knowledge of Support organization KPIs and related systems, including ticketing, analytics, and Help Center tools • Willingness to handle customer-facing tickets for escalations or ongoing learning • Interest in managing daily Support workload according to urgency, SLAs, and staffing • Comfort with ambiguity, initiative, and hands-on execution • Ability to coach teams and expand their technical knowledge

🏖️ Benefits

• Competitive compensation • 10-year exercise window for stock options • Unlimited PTO with four weeks recommended per year • Generous equipment, software, and office furniture budget • $100/month education budget • More expensive education items such as conferences covered with manager approval • Equal employment opportunities and commitment to a diverse and inclusive workforce