[Hiring] Manager, Product Support @Ashby

Role Description

Caring deeply about our customers is one of our favorite Ashby Operating Principles in Support. As we continue to grow our Product Support Team with the customer experience at the heart of everything we do, we're excited to hire our first Manager of Product Support in the APAC region. In this role, you'll lead an incredible group of Technical Support Specialists, collaborate closely with a high-performing team of Support Managers, and help shape how we scale exceptional customer support globally.

This is a unique opportunity to take ownership of a 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.

• Partner with other Support leaders and Support Engineers to develop and implement effective support strategies.
• Monitor key performance indicators and resolve escalated customer issues.
• Collaborate closely with Product, Engineering, and the broader Customer Success Teams to address customer needs.
• Maintain support documentation and uplevel the customer experience.
• 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.

Qualifications

• Proven track record of leading and growing high-performing and highly technical B2B SaaS Support organizations.
• Ability to drive a culture of excellence and empathy.
• Deep understanding of B2B customer needs and history of ensuring outstanding support experiences.
• Experience working with complex B2B software products.
• Comfort discussing APIs, integrations, and system workflows with technical teams.
• Invested in overseeing the resolution of complex technical issues in alignment with SLAs.
• Comfortable using data and metrics to drive decision-making.
• Well versed in Support organizations, related KPIs, and related systems (ticketing, analytics, Help Center, etc.).

Requirements

• Care deeply about both the customer and employee experience.
• Strive to become a product and industry expert.
• Detail-oriented and pride in operational efficiencies.
• Eager to improve processes and workflows.
• Enjoy coaching and enabling others.
• Thrive in representing the voice-of-the-customer.

Benefits

• Time to do things the right way; emphasis on high quality work.
• Sell a product that prospects & customers are truly excited about.
• Competitive compensation offered.
• 10-year exercise window for stock options.
• Unlimited PTO with four weeks recommended per year.
• Generous equipment, software, and office furniture budget.
• $100/month education budget with more expensive items covered with manager approval.