APAC Support Manager

Salary: $40K - $110K Location Type: Remote Employment Type: Full-Time

Position Overview

Ashby is seeking its first APAC Support Manager to lead and grow the Support Team, with a strong focus on customer experience. This role is a unique opportunity to take ownership of a region, building and shaping how Support operates within APAC. The ideal candidate thrives in ambiguity, enjoys building, and can balance strategic foresight with operational execution. You will be a strong advocate for both customers and your team, contributing to the company's ambitious growth goals.

Responsibilities

• Team Leadership: Lead and grow a team of Product Support Specialists, fostering a culture of excellence and empathy.
• Regional Strategy: Build and shape Support operations within the APAC region.
• Cross-functional Collaboration: Partner with other Support leaders, Support Engineers, Product, Engineering, and broader Customer Success Teams to develop and implement effective support strategies, address customer needs, and maintain support documentation.
• Performance Monitoring: Monitor key performance indicators (KPIs) and oversee the resolution of complex technical issues in alignment with SLAs.
• Process Improvement: Continuously improve support processes and workflows, leveraging Support technologies and innovative processes to enhance efficiency and efficacy.
• Customer Advocacy: Act as a strong advocate for customer needs and ensure outstanding support experiences.
• Technical Communication: Effectively communicate technical concepts, troubleshoot issues, and translate technical knowledge into actionable insights for the Support team.
• Professional Development: Drive professional growth and development within the support team.
• Industry Trends: Stay current with industry trends to continuously improve support processes.

Role Requirements

• Support Leadership: Proven track record of leading and growing high-performing Support organizations.
• Systematic Thinking: Proactive in addressing thematic customer issues and improving Support processes.
• Customer-Centricity: Deep understanding of B2B customer needs and a history of ensuring outstanding support experiences.
• Strong Technical Background: Experience with complex software products, comfortable discussing APIs, integrations, and system workflows.
• Timely Issue Resolution: Invested in overseeing the resolution of complex technical issues.
• Analytical Skills: Comfortable using data and metrics to drive decision-making.
• Technical Expertise: Well-versed in Support organizations, related KPIs, and systems (ticketing, analytics, Help Center, etc.).

Ideal Candidate Profile

• Deeply cares about both customer and employee experience, deriving satisfaction from enabling others' success.
• Strives to become a product and industry expert, aligning with the goal of creating differentiation via the Support experience.
• Detail-oriented with a pride in operational efficiencies and a holistic view of processes.
• Understands the importance of process and is eager to improve workflows.
• Enjoys coaching and enabling team members, seeing teaching moments as opportunities for growth.

About the Role

Upon starting, you will work closely with the Head of Support and VP of CS. You will inherit a team of approximately 5 Product Support Specialists and will be responsible for growing this team further after onboarding.