[Remote] Manager, Product Support - APAC at Ashby

Australia

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SGD 115,000 – SGD 140,000Compensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, SaaSIndustries

Requirements

Proven track record of leading and growing high-performing and highly technical B2B SaaS Support organizations, while driving a culture of excellence and empathy
Systematic thinking: Proactively address thematic customer issues and improve Support processes, leveraging Support technologies and innovative processes to enhance efficiency and efficacy
Customer-Centric: Deep understanding of B2B customer needs and history of ensuring outstanding support experiences
Strong Technical Background: Experience with complex B2B software products; ability to understand, troubleshoot, and communicate technical concepts (e.g., APIs, integrations, system workflows) effectively
Timely Issue Resolution: Invested in overseeing resolution of complex technical issues in alignment with SLAs
Analytical: Comfortable using data and metrics to drive decision-making and improve team and customer experience
Technical expertise: Well versed in Support organizations, related KPIs, and systems (ticketing, analytics, Help Center, etc.)
Thrives in ambiguity, with passion for building, balancing strategic foresight with operational execution
Strong advocate for customers and team
Cares deeply about customer and employee experience, derives satisfaction from enabling others
Strives to become a product and industry expert, continuously learning and maintaining expertise
Detail-oriented, takes pride in operational efficiencies, considers processes holistically
Eager to improve processes and workflows for efficiency and efficacy
Loves to coach and enable team members

Responsibilities

Lead a team of Technical Support Specialists (starting with ~5, growing further)
Collaborate with Support Managers, Head of Support, VP of Customer Success, Product, Engineering, and Customer Success Teams
Build and shape Support operations in the APAC region as the first regional manager
Partner with Support leaders and Engineers to develop and implement effective support strategies
Monitor key performance indicators (KPIs)
Resolve escalated customer issues
Address customer needs and uplevel the customer experience
Maintain support documentation
Stay current with industry trends to continuously improve support processes
Foster a positive team environment
Drive professional growth and development within the support team

Skills

Support Leadership

Team Management

Customer Support

Performance Metrics

Escalation Management

Cross-functional Collaboration

Process Improvement

Strategic Planning

Team Development

Documentation Management

Ashby

Hiring solutions for scaling companies

About Ashby

Ashby provides hiring solutions that help companies grow by streamlining their recruitment processes. The platform includes features like applicant tracking, interview scheduling, and analytics, which allow teams to manage their hiring efficiently. Unlike many competitors, Ashby focuses on serving scaling companies and offers a subscription-based service model. The goal of Ashby is to enable organizations to meet their recruitment targets quickly and effectively, ensuring they can hire the right talent to support their growth.

San Francisco, CaliforniaHeadquarters

2018Year Founded

$62.7MTotal Funding

SERIES_CCompany Stage

Enterprise SoftwareIndustries

51-200Employees

Benefits

Health Insurance

Unlimited Paid Time Off

Parental Leave

Company Equity

Stock Options

401(k) Company Match

Risks

Emerging startups with innovative features at lower costs threaten Ashby's market share.

Rapid AI advancements may outpace Ashby's current technology, reducing platform attractiveness.

Economic downturns could lead to reduced hiring budgets, impacting Ashby's revenue.

Differentiation

Ashby offers enterprise-grade recruitment software tailored for high-growth companies.

The platform includes applicant tracking, interview scheduling, and analytics for efficient hiring.

Ashby serves notable clients like Opendoor, Reddit, and Notion, enhancing its market credibility.

Upsides

Ashby raised $30M in Series C funding, boosting its growth potential.

The rise of remote work increases demand for Ashby's virtual hiring capabilities.

Growing use of data analytics in recruitment aligns with Ashby's focus on analytics.

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