Manager, Product Support - APAC

About the Role

We are seeking the first Manager of Product Support for the APAC region to lead a team of Technical Support Specialists and work collaboratively with other support leaders. This role offers you the chance to build and define how support operates in this emerging market while maintaining a customer-centric approach and balancing strategic planning with operational execution.

Key Responsibilities

• Lead and grow a team of support specialists focused on delivering exceptional customer service in the APAC region.
• Develop and execute support strategies in partnership with Support Engineers and leadership.
• Monitor and analyze relevant KPIs to continuously improve support effectiveness.
• Resolve escalated and complex customer issues efficiently within service level agreements.
• Collaborate closely with Product, Engineering, and Customer Success teams to address customer needs and enhance support documentation.
• Keep current with industry best practices and trends to innovate and improve support processes.
• Foster a positive team culture and promote professional growth among team members.

Required Qualifications & Skills

• Proven experience leading high-performing, technical B2B SaaS support organizations with emphasis on empathy and excellence.
• Strong analytical and systematic thinking skills to address recurring customer issues and optimize support workflows.
• Customer-focused mindset with deep understanding of B2B customer expectations.
• Technical proficiency to comprehend and discuss complex software concepts such as APIs and system integrations with technical teams.
• Experienced in managing timely resolution of technical support tickets and SLA adherence.
• Familiarity with support tools, ticketing systems, analytics, and knowledge base platforms.

Ideal Candidate Attributes

• Passionate about delivering outstanding experiences for both customers and employees.
• Eager to develop expert knowledge of the product and industry to provide high-value support.
• Detail-oriented with focus on operational efficiency and process improvement.
• Motivated coach who supports team development and technical skill growth.
• Data-driven in analyzing the customer support journey and identifying areas for improvement.
• Advocate for the customer's voice, dedicated to refining internal processes to support team success.

Less Suitable If

• Prefers managing established processes without interest in innovation or new process implementation.
• Averse to direct involvement in customer ticket handling or escalation management.
• Uninterested in balancing workload based on priorities, SLAs, and staffing levels.
• Requires detailed guidance and does not thrive in roles with ambiguity or need for self-direction.
• Believes there is a single correct approach to support methods and success metrics.

Company Philosophy

• We prioritize building differentiated, best-in-class products to facilitate sales and customer success.
• We strive to provide expert knowledge in all customer and prospect interactions via various formats.
• We believe in small, talented teams that yield outstanding performance over large headcount.
• We value ownership, principled decision-making, and clear, thoughtful communication.

Interview Process

• Recruiter screening with Talent Team (30 minutes)
• Interview with Hiring Manager (45 minutes)
• Take-home assessment with one week to complete
• Interview on Support Management Approach with another Support Leader (30 minutes)
• Final round involving Customer Experience interview with Customer Success leaders (30 minutes), Team Insights interview with Support team members (30 minutes), Closing questions with Hiring Manager (10 minutes), and a chat with the CEO

Benefits & Compensation

• Opportunity to invest time in high-quality work without rushing shortcuts.
• Work with an exciting product that delights customers and prospects.
• Competitive salary range from SGD 103,000 to SGD 161,000 annually.
• Long-term stock option exercise window of 10 years for financial flexibility.
• Unlimited paid time off with four weeks recommended yearly.
• Generous budget for equipment, software, and office furniture to ensure productivity and comfort.
• $100 monthly education allowance, with additional conference funding available upon manager approval.

Equal Opportunity Statement

We are committed to fostering a diverse and inclusive workplace without discrimination based on race, religion, gender, age, disability, sexual orientation, or any other protected characteristic. Our hiring process is transparent and fair, supported by ethical use of AI tools during recruitment.