Manager, Product Support - Japan

Japan

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SGD 115,000 – SGD 140,000Compensation

Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Customer Support, Product ManagementIndustries

Requirements

Candidates must have a proven track record of leading and growing high-performing B2B SaaS Support organizations, demonstrating systematic thinking, and a deep understanding of B2B customer needs. A strong technical background with experience in complex B2B software products, including understanding APIs, integrations, and system workflows, is essential. Proficiency in using data and metrics for decision-making, well-versedness in Support organizations, related KPIs, and systems like ticketing and analytics are also required. The ideal candidate cares deeply about customer and employee experience, strives to become a product and industry expert, is detail-oriented, values process improvement, and excels at coaching and enabling teams.

Responsibilities

The Manager, Product Support will lead and grow the Product Support team in the APAC region, shaping how Support operates within the region. This involves developing and implementing effective support strategies, monitoring key performance indicators, and resolving escalated customer issues. Responsibilities include collaborating with Product, Engineering, and Customer Success teams to address customer needs, maintaining support documentation, and upleveling the customer experience. The role also entails staying current with industry trends, continuously improving support processes, fostering a positive team environment, and driving professional growth and development within the support team.

Skills

Product Support

Customer Support

Team Leadership

Customer Experience

Operational Execution

Strategic Planning

Performance Monitoring

Problem Solving

Process Improvement

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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