Manager, Product Support - APAC
Core
Lead the first APAC Product Support team, building operational processes and scaling support for B2B SaaS customers.
Role type
Senior IC manager (regional support leadership)
Builds
Regional support operations and team capacity
Domain
B2B SaaS customer support
Required skills
B2B SaaS support leadership, process improvement, technical troubleshooting, data-driven decision-making, team coaching, SLA management, stakeholder collaboration
Preferred skills
Product expertise, self-service optimization, ambiguity navigation, operational efficiency
Technologies
ticketing systems, analytics tools, Help Center platforms
Responsibilities
Lead and grow a team of ~5 Product Support Specialists, develop and implement support strategies, resolve escalated customer issues, partner with Product and Engineering to improve the customer experience, monitor KPIs, and drive professional development within the team.
Seniority
Senior, hands-on IC
