Manager, Product Support - APAC

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.

About this role

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 Director of Support, and alongside 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, while driving a culture of excellence and empathy.
• Systematic Thinking: 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: Deep understanding of B2B customer needs and a history of ensuring outstanding support experiences.
• Strong Technical Background: Experience working with complex B2B software products and ability to understand, troubleshoot, and communicate technical concepts effectively. Comfortable discussing APIs, integrations, and system workflows with technical teams.
• Timely Issue Resolution: Invested in overseeing the resolution of complex technical issues in alignment with 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.).

What We Value

• Strong sense of ownership and principled thinking over experience.
• Thoughtful communication and clear channel usage.
• Dedication to building best-in-class, highly differentiated products.
• Offering deep expertise through scaled engagements, 1:1 conversations, and documentation.