Manager, Product Support – APAC

This is a fully remote position, open to applicants in Australia, +4 more countries.

📋 Description

• Lead and expand the Product Support team across the APAC region.

• Take responsibility for and shape Support operations in a developing region.

• Collaborate with Support leaders and Support Engineers to formulate and execute support strategies.

• Monitor key performance metrics and address elevated customer concerns.

• Work alongside Product, Engineering, and Customer Success teams to meet customer needs.

• Maintain support documentation and enhance the customer experience.

• Keep up-to-date with industry trends and continuously refine support processes.

• Cultivate a positive team environment and promote professional growth and development.

• Manage the daily Support workload based on urgency, SLAs, and staffing levels.

• Oversee the resolution of intricate technical issues in accordance with SLAs.

• Represent the customer's voice and advocate for effective processes.

• Develop the inherited team of approximately five Product Support Specialists.

⛳️ Requirements

• Demonstrated success in leading and scaling high-performing, highly technical B2B SaaS Support organizations.

• Ability to foster a culture of excellence and empathy.

• Systematic approach to proactively addressing recurring customer issues and enhancing Support processes.

• Experience utilizing Support technologies and innovative methodologies.

• Profound understanding of B2B customer requirements.

• Experience with complex B2B software products.

• Proficiency in understanding, troubleshooting, and effectively communicating technical concepts.

• Comfort in discussing APIs, integrations, and system workflows with technical teams.

• Ability to convert technical knowledge into actionable insights for the Support team.

• Commitment to overseeing the resolution of complex technical issues in line with SLAs.

• Comfort in using data and metrics to inform decision-making.

• Knowledge of Support organization KPIs and related systems, including ticketing, analytics, and Help Center tools.

• Willingness to manage customer-facing tickets for escalations or continuous learning.

• Interest in managing daily Support workload based on urgency, SLAs, and staffing needs.

• Comfort with ambiguity, initiative, and hands-on execution.

• Capability to coach teams and enhance their technical knowledge.

🏝️ Benefits

• Competitive compensation.

• 10-year exercise window for stock options.

• Unlimited PTO with a recommendation of four weeks per year.

• Generous budget for equipment, software, and office furniture.

• $100/month education budget.

• More costly education items, such as conferences, covered with manager approval.

• Equal employment opportunities and a commitment to a diverse and inclusive workforce.