[Remote] Support Manager - APAC at Ashby

Singapore

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$40,000 – $110,000Compensation

Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Customer Support, BiotechnologyIndustries

Requirements

Candidates must have a proven track record of leading and growing high-performing Support organizations, driving a culture of excellence and empathy. They should possess systematic thinking, a deep understanding of B2B customer needs, and a history of ensuring outstanding support experiences. A strong technical background with experience working with complex software products, including understanding APIs, integrations, and system workflows, is essential. Candidates must be comfortable using data and metrics for decision-making, be well-versed in Support organizations, related KPIs, and related systems (ticketing, analytics, Help Center, etc.), and be detail-oriented with a focus on operational efficiencies and process improvement. A passion for coaching and enabling team members is also required.

Responsibilities

The Support Manager will lead and grow the APAC Support team, shaping how Support operates within the region. They 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. Responsibilities include collaborating with Product, Engineering, and Customer Success Teams to address customer needs, maintaining support documentation, and upleveling the customer experience. The manager 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.

Skills

Customer Support

Team Leadership

Customer Experience

Operational Execution

Strategic Planning

Process Improvement

Performance Monitoring

Cross-functional Collaboration

Product Support

Customer Success

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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