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Manager, Product Support - APAC

Ashby· Customer Success
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RemoteSGD 161k - SGD 211kFull-timePosted 2mo ago

About the role

First regional Manager of Product Support in APAC, leading a team of Technical Support Specialists and shaping how Support operates within an emerging region. Partners with other Support leaders, Product, Engineering, and Customer Success to develop strategies, monitor KPIs, resolve escalations, and scale customer support globally.

Responsibilities

  • Lead and grow a high-performing, highly technical B2B SaaS Support organization with a culture of excellence and empathy.
  • Proactively address thematic customer issues and improve Support processes using Support technologies and innovative approaches.
  • Maintain a customer-centric focus, ensuring outstanding support experiences for B2B clients.
  • Understand complex B2B software products; discuss APIs, integrations, and system workflows with technical teams and translate insights for the Support team.
  • Oversee resolution of complex technical issues in alignment with SLAs.
  • Use data and metrics to drive decisions and continually improve the team and customer experience.
  • Maintain knowledge of Support systems (ticketing, analytics, Help Center, etc.) and related KPIs.

Qualifications

  • Proven track record of leading and growing high-performing technical B2B SaaS Support teams.
  • Systematic thinker with ability to improve Support processes and scale operations.
  • Strong technical background with ability to discuss APIs, integrations, and workflows with technical teams.
  • Customer-centric mindset with deep understanding of B2B customer needs.
  • Analytical, data-driven decision maker with comfort in using metrics to drive improvements.

Skills

Required:Leadership of technical support teamsCustomer-centric mindsetTechnical communicationAnalytical skillsEscalation management
Nice to have:Support operations optimization

Benefits

  • Competitive compensation is offered.
  • 10-year exercise window for stock options.
  • Unlimited PTO with recommended four weeks per year.
  • Generous equipment, software, and office furniture budget.
  • $100/month education budget with potential coverage for conferences with manager approval.
Last updated Oct 21, 2026. Interested? Apply on the company site.
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About Ashby

All-in-one recruiting platform that empowers hiring excellence in…

At Ashby, we're improving the productivity of working professionals with intelligent and powerful software. We put a lot of effort into designing products that are approachable to beginners but mastered & extended by power users. In many ways, spreadsheets set the bar here. Our first products provide talent teams with clever automation, powerful analytics tools, and customizable workflows packaged in great UX. We have many paying customers who love us and use us every day like Opendoor, Airtable, Duolingo, and Notion. Notion's Head of Talent said Ashby is "probably the tool we are in the most and rely on the most, as a recruiting team." Our culture is motivated by Abhik's (my co-founder and Head of Engineering) and my belief that a small talented team, given the right environment, can build a great product and service fast (and work regular hours!). We hire exceptional, kind, thoughtful people and provide an environment where we can be happy, feel challenged, and do our best work. We are well funded and backed by great investors, including Y Combinator, Elad Gil, and Lachy Groom. We'll share more once we meet!

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