Manager, Product Support - Philippines

Philippines

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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 should have a proven track record of leading and growing high-performing, technical B2B SaaS support organizations, driving a culture of excellence and empathy. A strong technical background with experience in complex B2B software products, including understanding and communicating technical concepts like APIs and system workflows, is essential. Proficiency in using data and metrics for decision-making and a deep understanding of support organizations, KPIs, and related systems (ticketing, analytics, Help Center) are required. Candidates should also demonstrate systematic thinking to improve support processes and a customer-centric approach ensuring outstanding support experiences.

Responsibilities

The Manager, Product Support will lead and grow the Product Support Team in the APAC region, shaping regional support operations and scaling exceptional customer support globally. Responsibilities include partnering with leaders to develop and implement support strategies, monitoring KPIs, and resolving escalated customer issues. This role involves collaborating with Product, Engineering, and Customer Success teams to address customer needs, maintain support documentation, and enhance the customer experience. Additionally, the manager will stay current with industry trends to improve support processes, foster a positive team environment, and drive professional growth and development within the support team.

Skills

Product Support

Customer Support

Team Leadership

Operational Execution

Strategic Planning

Customer Advocacy

Performance Monitoring

Process Improvement

Team Development

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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