Manager, Product Support - APAC

Role overview

Ashby is seeking a Manager of Product Support to lead the company’s first support operation in the APAC region. You will build and shape how customer support operates within this emerging area, leading a team of Technical Support Specialists while collaborating with support leaders globally. This is a foundational leadership opportunity where you’ll balance strategic vision with hands-on execution as the support function scales alongside the company’s growth.

Key responsibilities

Lead and develop a team of approximately five Product Support Specialists, with responsibility for growing the team as the region expands.
Partner with other support leaders and engineers to develop support strategies, establish performance metrics, and address escalated customer issues.
Collaborate with Product, Engineering, and Customer Success teams to understand customer needs, maintain support documentation, and enhance the overall customer experience.
Monitor key performance indicators and ensure customer issues are resolved in alignment with service level agreements.
Stay informed about industry trends and continuously refine support processes to improve team efficiency and effectiveness.
Foster a positive team environment that promotes professional growth and knowledge development among support staff.
Advocate for both customer needs and team requirements as you work with the Director of Support, Head of Support, and VP of Customer Success.

Requirements

Demonstrated experience leading and growing high-performing B2B SaaS support teams with a focus on building cultures of excellence and empathy.
Strong technical background with experience working on complex B2B software products, including comfort discussing APIs, integrations, and system workflows with technical teams.
Proven ability to think systematically about customer issues, identify patterns, and implement process improvements using support technologies and innovative approaches.
Data-driven mindset with comfort using metrics and analytics to guide decisions that improve team performance and customer experience.
Familiarity with support operations, key performance indicators, and support systems such as ticketing platforms, analytics tools, and help center solutions.
Deep commitment to understanding B2B customer needs and delivering outstanding support experiences.
Demonstrated talent for coaching and enabling team members, viewing challenges as teaching opportunities and investing in others’ growth.

What makes this role worth considering

This is a rare opportunity to be a founding regional leader, allowing you to build support practices from the ground up rather than simply managing existing structures. You’ll work closely with experienced support leadership while having the autonomy to shape how the APAC region approaches customer support. The role emphasizes small, highly talented teams and principled thinking, reflecting a company culture that values ownership, expertise, and thoughtful communication.