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Ashby is hiring its first Manager of Product Support for the APAC region. This is a unique opportunity to build and shape how support operates in an emerging region, reporting to the Director of Support and working alongside the Head of Support and VP of Customer Success.
You will lead a team of approximately 5 Product Support Specialists, with the opportunity to grow the team further as you ramp. Your responsibilities include developing and implementing effective support strategies, monitoring KPIs, resolving escalated customer issues, and collaborating with Product, Engineering, and Customer Success teams to address customer needs and improve the support experience.
Key responsibilities:
- Lead and grow a high-performing, technical B2B SaaS support organization
- Develop support strategies and processes tailored to the APAC region
- Monitor and optimize support KPIs and SLAs
- Manage escalated customer issues and complex technical problems
- Partner with Product, Engineering, and Customer Success on customer-centric solutions
- Maintain and improve support documentation and processes
- Foster a positive team environment and drive professional development
- Stay current with industry trends and continuously improve support operations
You should have a proven track record leading B2B SaaS support teams, strong technical knowledge (APIs, integrations, system workflows), and deep customer empathy. You're analytical, detail-oriented, process-focused, and comfortable with ambiguity. You thrive in building new processes, handling customer-facing escalations, and managing daily support operations. You advocate equally for customers and your team, and you see every interaction as a coaching opportunity.
This role requires someone who is comfortable rolling up their sleeves, taking initiative, and building something from the ground up in a region where support is still emerging.
