Ashby is hiring a Manager, Product Support - Japan

Ashby is hiring a Manager, Product Support - Japan to lead and grow our Product Support team for the APAC region. You will build and shape how Support operates within this emerging region, balancing strategic foresight with operational execution. You’ll manage a team of Product Support Specialists and collaborate with other Support leaders, Product, Engineering, and Customer Success teams.

What You'll Do

• Lead and grow a high-performing and highly technical B2B SaaS Support organization.
• Build and shape how Support operates within the APAC region.
• 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 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.
• Oversee the resolution of complex technical issues in alignment with SLAs.
• Handle customer-facing tickets for escalation or ongoing learning.
• Manage the daily Support workload according to urgency, SLAs, and staffing.
• Represent the voice-of-the-customer and advocate for manageable and efficient processes for Support Specialists.

What We're Looking For

• Proven track record of leading and growing high-performing and highly technical B2B SaaS Support organizations.
• Experience driving a culture of excellence and empathy.
• Deep understanding of B2B customer needs and a history of ensuring outstanding support experiences.
• Experience working with complex B2B software products.
• Ability to understand, troubleshoot, and communicate technical concepts effectively.
• Comfortable 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.).
• Thrives in ambiguity and has a passion for building.
• Comfort with initiative and a willingness to roll up your sleeves to build.

Team & Environment

You will inherit a team of ~5 Product Support Specialists and will grow this team further. This is the first Manager of Product Support in the APAC region, and you will be part of a team of Support Managers, reporting to the Head of Support and VP of Customer Success.

Benefits & Compensation

• Unlimited PTO with four weeks recommended per year.
• Generous equipment, software, and office furniture budget.
• $100/month education budget with more expensive items (like conferences) covered with manager approval.
• 10-year exercise window for stock options.
• Competitive compensation.

Work Mode

This role is local-country and is based in Japan.

Ashby provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetics, sexual orientation, gender identity, or gender expression.