Manager, Product Support – APAC
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Job Description
Manager, Product Support leading a team of Technical Support Specialists in APAC. Driving customer experience and support operations within an emerging region.
Responsibilities:
- 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.
- 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.
Requirements:
- Support Leadership: You have a proven track record of leading and growing high-performing and highly technical B2B SaaS Support organizations, while driving a culture of excellence and empathy.
- Systematic thinking: You proactively address thematic customer issues and improve Support processes, leveraging Support technologies and innovative processes to enhance the efficiency and efficacy of the Support team.
- Customer-Centric: You have a deep understanding of B2B customer needs and have a history of ensuring outstanding support experiences.
- Strong Technical Background: You have experience working with complex B2B software products and can understand, troubleshoot, and communicate technical concepts effectively. While you may not be an engineer, you are comfortable discussing APIs, integrations, and system workflows with technical teams and translating that knowledge into actionable insights for the Support team.
- Timely Issue Resolution: You are invested in overseeing the resolution of complex technical issues in alignment of our SLAs.
- Analytical: You are comfortable using data and metrics to drive decision-making, continually improving both the team and customer experience.
- Technical Expertise: You are well versed in Support organizations, related KPIs, and related systems (ticketing, analytics, Help Center, etc.).
Benefits:
- You’ll get the time to do things the right way; we put a lot of emphasis on high quality work and avoid quick hacks as much as possible.
- You get to sell a product that our prospects & customers are truly excited about.
- Competitive compensation is offered.
- 10-year exercise window for stock options. You shouldn’t feel pressure to purchase stock options if you leave Ashby —do it when you feel financially comfortable.
- Unlimited PTO with four weeks is recommended per year. Expect “Vacation?” in our one-on-one agenda until you start taking it 😅
- Generous equipment, software, and office furniture budget. Get what you need to be happy and productive!
- $100/month education budget with more expensive items (like conferences) covered with manager approval.
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