Manager, Product Support - APAC

Ashby Inc.

Job Overview

Location

Australia

Job Type

Full-time

Full Job Description

📋 Description

• We're excited to hire our first Manager of Product Support in the APAC region.
• As our first regional manager in APAC, you won’t just be managing a team. You’ll be building and shaping how Support operates within an emerging region.
• This role requires someone who thrives in ambiguity, has a passion for building and can balance strategic foresight with operational execution.
• You’ll need to be both a strong advocate for our customers and for your team, as we continue to grow Support in line with our ambitious company goals.
• You will partner with other Support leaders and Support Engineers to develop and implement effective support strategies, monitor key performance indicators, and resolve escalated customer issues.
• You will collaborate closely with Product, Engineering, and the broader Customer Success Teams to address customer needs, maintain support documentation, and uplevel the customer experience.
• You will stay current with industry trends to continuously improve support processes, foster a positive team environment, and drive professional growth and development within the support team.
• When you start, you’ll work closely with our Director of Support, and alongside our Head of Support and VP of Customer Success.
• You’ll inherit a team of ~5 Product Support Specialists and will grow this team further once you’re ramped.

🎯 Requirements

• Support Leadership: You have a proven track record of leading and growing high-performing and highly technical B2B SaaS Support organizations, while driving a culture of excellence and empathy.
• Systematic thinking: You proactively address thematic customer issues and improve Support processes, leveraging Support technologies and innovative processes to enhance the efficiency and efficacy of the Support team.
• Customer-Centric: You have a deep understanding of B2B customer needs and have a history of ensuring outstanding support experiences.
• Strong Technical Background: You have experience working with complex B2B software products and can understand, troubleshoot, and communicate technical concepts effectively.
• Timely Issue Resolution: You are invested in overseeing the resolution of complex technical issues in alignment of our SLAs.
• Analytical: You are comfortable using data and metrics to drive decision-making, continually improving both the team and customer experience.
• Technical Expertise: You are well versed in Support organizations, related KPIs, and related systems (ticketing, analytics, Help Center, etc.).

🏖️ Benefits

• You’ll get the time to do things the right way; we put a lot of emphasis on high quality work and avoid quick hacks as much as possible.
• You get to sell a product that our prospects & customers are truly excited about.
• Competitive compensation is offered.
• 10-year exercise window for stock options.
• Unlimited PTO with four weeks is recommended per year.
• Generous equipment, software, and office furniture budget.
• $100/month education budget with more expensive items (like conferences) covered with manager approval.

Skills & Technologies

Onsite

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Ashby Inc.

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About Ashby Inc.

Ashby provides recruiting software that combines applicant tracking, candidate relationship management, and analytics in a single platform. It enables recruiting teams to manage pipelines, schedule interviews, communicate with candidates, and generate reports using customizable workflows and automation. The platform integrates with email, calendars, and other recruiting tools to consolidate data and streamline hiring processes. Founded in 2018, Ashby serves high-growth technology companies and enterprises seeking to improve hiring efficiency and make data-driven recruiting decisions.

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