Manager, Product Support - APAC

Leads and scales Ashby’s technical Product Support organization across APAC, managing specialists, escalations, SLAs, metrics, and operational improvement. The role requires strong B2B SaaS support leadership, technical fluency with APIs and integrations, customer focus, and comfort building processes in an ambiguous environment.

About the job

Responsibilities

Lead and grow a high-performing, highly technical B2B SaaS Product Support organization in the APAC region.
Build and shape Support operations for an emerging region, balancing strategic planning with operational execution.
Partner with Support leaders and Support Engineers to develop and implement support strategies.
Monitor key performance indicators and oversee resolution of escalated customer issues in alignment with SLAs.
Collaborate with Product, Engineering, and Customer Success to address customer needs and improve the customer experience.
Maintain support documentation and stay current with industry trends.
Improve support processes, workflows, self-service, and delivery efficiency.
Coach and enable Support Specialists, supporting professional growth and technical development.
Manage daily Support workload according to urgency, SLAs, and staffing.
Handle customer-facing tickets, including escalations and ongoing product learning.

Requirements

Proven experience leading and growing high-performing, highly technical B2B SaaS Support organizations.
Strong understanding of B2B customer needs and customer-centric support practices.
Experience with complex B2B software products and the ability to troubleshoot and communicate technical concepts.
Comfortable discussing APIs, integrations, and system workflows with technical teams.
Experience overseeing complex technical issue resolution in alignment with SLAs.
Comfortable using data and metrics to drive decisions and improve team and customer outcomes.
Strong knowledge of Support organizations, relevant KPIs, and support systems.
Ability to operate independently, take initiative, and work effectively amid ambiguity.
Strong coaching, communication, and process-improvement skills.

Benefits and Compensation

Competitive compensation.
10-year exercise window for stock options.
Unlimited PTO; four weeks per year is recommended.
Generous equipment, software, and office furniture budget.
$100/month education budget; more expensive items such as conferences may be covered with manager approval.

Skills

B2B SaaS, Technical Support, APIs, Integrations, System Workflows, Support Kpis, Ticketing Systems, Support Analytics, Help Center, Sla Management, Customer Support, Process Improvement, Data Analysis, Customer Success, Team Coaching