Manager, Product Support - Philippines

About the Role

Caring deeply about our customers is one of our favorite Ashby Operating Principles in Support. As we continue to grow our Product Support Team with the customer experience at the heart of everything we do, we're excited to hire our first Manager of Product Support in the APAC region. In this role, you'll lead an incredible group of Technical Support Specialists, collaborate closely with a high-performing team of Support Managers, and help shape how we scale exceptional customer support globally.

This is a unique opportunity to take ownership of a region. As our first regional manager in APAC, you won’t just be managing a team. You’ll be building and shaping how Support operates within an emerging region. This role requires someone who thrives in ambiguity, has a passion for building and can balance strategic foresight with operational execution. You’ll need to be both a strong advocate for our customers and for your team, as we continue to grow Support in line with our ambitious company goals.

You will partner with other Support leaders and Support Engineers to develop and implement effective support strategies, monitor key performance indicators, and resolve escalated customer issues. You will collaborate closely with Product, Engineering, and the broader Customer Success Teams to address customer needs, maintain support documentation, and uplevel the customer experience. You will stay current with industry trends to continuously improve support processes, foster a positive team environment, and drive professional growth and development within the support team.

When you start, you’ll work closely with our Head of Support and VP of Customer Success – you’ll inherit a team of ~5 Product Support Specialists and will grow this team further once you’re ramped.

Role Requirements

Support Leadership

• Proven track record of leading and growing high-performing and highly technical B2B SaaS Support organizations.
• Driving a culture of excellence and empathy.

Systematic Thinking

• Proactively address thematic customer issues and improve Support processes.
• Leverage Support technologies and innovative processes to enhance the efficiency and efficacy of the Support team.

Customer-Centric

• Deep understanding of B2B customer needs.
• History of ensuring outstanding support experiences.

Strong Technical Background

• Experience working with complex B2B software products.
• Ability to understand, troubleshoot, and communicate technical concepts effectively.
• Comfortable discussing APIs, integrations, and system workflows with technical teams.
• Ability to translate technical knowledge into actionable insights for the Support team.

Timely Issue Resolution

• Invested in overseeing the resolution of complex technical issues in alignment with our SLAs.

Analytical

• Comfortable using data and metrics to drive decision-making.
• Continually improving both the team and customer experience.

Technical Expertise

• Well versed in Support organizations, related KPIs, and related systems (ticketing, analytics, Help Center, etc.).

You Could Be a Great Fit If

• You care deeply about both the customer and employee experience and derive satisfaction from enabling others to be successful.
• You strive to become a product and industry expert.
• You align with the goal of creating differentiation via the Support experience and being a go-to partner for your team members.
• You recognize the expertise the team possesses and are continuously striving to learn and maintain your own expertise in the product.
• Your peers describe you as being detail-oriented.
• You take pride in operational efficiencies and consider processes from a holistic perspective.
• You know process matters.
• You are eager to improve processes and workflows to enhance efficiency and efficacy.
• You love to coach and enable.
• You see e

Compensation & Benefits

• Salary: SGD 115K - SGD 140K
• Employment Type: FullTime
• Location Type: Remote