Manager, Product Support - APAC

About the Position

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.

Location

• Australia
• Japan
• Philippines
• Singapore
• South Korea

Employment Type

Full time

Compensation

• Singapore: SGD 161,000 – SGD 211,000 • Offers Equity
• Australia: A$186,000 – A$230,000 • Offers Equity
• Philippines: ₱2,415,000 – ₱3,722,000 • Offers Equity
• Japan: ¥14,395,500 – ¥18,724,000 • Offers Equity
• South Korea: ₩111,800,750 – ₩154,341,750 • Offers Equity

The posted range represents the typical compensation range for this role. To determine actual compensation we review the market rate of each candidate which can include a variety of factors including qualifications, experience, and location. Additional benefits are shared as part of the job posting.

Responsibilities

• Lead and grow a team of Technical Support Specialists
• Collaborate with Support Managers, Product, Engineering, and Customer Success Teams
• Develop and implement effective support strategies
• Monitor key performance indicators and resolve escalated customer issues
• Maintain support documentation and improve the customer experience
• Stay current with industry trends to continuously improve support processes
• Foster a positive team environment and drive professional growth

Requirements

• Support Leadership: Proven track record of leading and growing high-performing and highly technical B2B SaaS Support organizations.
• Systematic thinking: Proactively address thematic customer issues and improve Support processes.
• 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 understanding technical concepts.
• Timely Issue Resolution: Oversee the resolution of complex technical issues in alignment with SLAs.
• Analytical: Comfortable using data and metrics to drive decision-making.
• Technical Expertise: Well versed in Support organizations, related KPIs, and related systems.

Nice to Have

• Passionate about both customer and employee experience
• Strive to become a product and industry expert
• Detail-oriented with a focus on operational efficiencies
• Eager to improve processes and workflows
• Love to coach and enable team growth
• Enjoy analyzing the Support journey and identifying opportunities for improvement
• Thrive in representing the voice-of-the-customer and advocating for efficient processes

We Offer

• Opportunity to shape global customer support
• Competitive compensation and benefits
• 10-year exercise window for stock options
• Unlimited PTO with a recommendation of four weeks per year
• Generous equipment, software, and office furniture budget
• $100/month education budget with more expensive items covered with manager approval

About the Company

At Ashby, we believe in building best-in-class products and offering deep expertise in all interactions with prospects and customers. We value a strong sense of ownership, principled thinking, and thoughtful communication. We are committed to a diverse and inclusive workforce and welcome people from all backgrounds, experiences, perspectives, and abilities.

The Interview Process

• 30 min - Recruiter Screen with Talent Team
• 45 min - Interview with Hiring Manager
• Take-Home Assessment - one week to complete
• 30 min "Support Management Approach" interview with another Support Leader
• Final Round:
  • 30 min "Customer Experience" interview with a Customer Success leader
  • 30 min "Team Insights" interview with two APAC Support Specialists
  • 10 min - Closing Questions with Hiring Manager
• Chat with Benji, CEO

Ashby provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetics, sexual orientation, gender identity, or gender expression. We are committed to a diverse and inclusive workforce and welcome people from all backgrounds, experiences, perspectives, and abilities.

Ashby is committed to a fair and transparent hiring process. We confirm that this advertisement is for an active, existing vacancy within our organization. Please be advised that we may use artificial intelligence-driven tools to assist our recruitment team in screening, assessing, and selecting candidates for this position.