Manager, Product Support - APAC

Ashby
Australia, Singapore, South Korea, Philippines, Japan
Workplace: RemoteFull timeAUD 114,000 - 186,000 annuallyFunction: Communications, PR & CommunitySkills: ["Leadership","Empathy","Analytical thinking","Communication","Process improvement"]

Lead Ashby’s first Product Support manager team for APAC, taking ownership of how Support scales in an emerging region. You’ll lead a team of technical Product Support Specialists, partner with Support leaders and Support Engineers, and collaborate with Product and Engineering to resolve escalations, maintain documentation, and improve KPIs. Use data-driven, customer-centric thinking to evolve support processes, improve efficiency, and develop your team.

Loading

Loading job details...

Preparing the role view and application actions.

FursaFursa
Ashby
Ashby
3 days ago

Manager, Product Support - APAC

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 13 hours agoStatus: Live

Job Summary

Lead Ashby’s first Product Support manager team for APAC, taking ownership of how Support scales in an emerging region. You’ll lead a team of technical Product Support Specialists, partner with Support leaders and Support Engineers, and collaborate with Product and Engineering to resolve escalations, maintain documentation, and improve KPIs. Use data-driven, customer-centric thinking to evolve support processes, improve efficiency, and develop your team.
Location: Australia, Singapore, South Korea, Philippines, Japan
Workplace: Remote
Employment Type: Full time
Job Function: Communications, PR & Community
Seniority: Manager level

Key Responsibilities

  • •Own the APAC region’s support strategy and how Support operates as the first regional manager.
  • •Lead and grow a team of ~5 Product Support Specialists, and expand the team after ramp-up.
  • •Partner with Support leaders and Support Engineers to implement support strategies, monitor KPIs, and resolve escalated customer issues.
  • •Collaborate with Product, Engineering, and Customer Success to maintain documentation and improve the customer experience.
  • •Continuously improve support processes based on industry trends and data, while fostering a positive team environment and professional growth.

Pay and Benefits

Salary: AUD 114,000 - 186,000 annually
Equity and Bonus:Equity
Perks:EquityPaid LeaveLearning BudgetEquipment Budget

Key Requirements

  • •Lead and grow high-performing, highly technical B2B SaaS Support organizations with a culture of excellence and empathy.
  • •Use systematic thinking to proactively address thematic customer issues and improve support processes using support technologies.
  • •Demonstrate deep B2B customer-centric understanding and a track record of outstanding support experiences.
  • •Have a strong technical background to understand, troubleshoot, and communicate complex technical concepts, including APIs, integrations, and system workflows.
  • •Oversee timely resolution of complex technical issues in alignment with SLAs, using data and metrics to drive continuous improvement.
Experience:B2B SaaSCustomer supportAPACSupport operations
Skills:LeadershipEmpathyAnalytical thinkingCommunicationProcess improvement
Tech Stack:APIsIntegrationsSystem workflowsSLAsTicketingAnalyticsHelp CenterSupport documentation

Company Brief

Ashby
Ashby builds an all‑in‑one recruiting platform (ATS, CRM, scheduling, analytics and AI features) that helps high‑growth companies streamline hiring, improve candidate experience, and deliver data‑driven talent decisions.
Industry: HR Tech
Company Size: Medium (51 to 250 employees)
Growth: Scaleup
Funding: Series D
Headquarters: San Francisco, United States
Founded: 2018
Glassdoor
Glassdoor: 4.6
WebsiteLinkedInGlassdoor