Ashby is hiring a Manager, Product Support - Philippines

Ashby is hiring a Manager, Product Support to be our first Support leader in the APAC region, based in the Philippines. You will lead and grow a team of Technical Support Specialists, shape how Support operates locally, and help scale exceptional customer support globally.

What You'll Do

• Lead and grow a team of ~5 Product Support Specialists.
• Build and shape how Support operates within the APAC region.
• Partner with Support leaders and Engineers to develop and implement effective support strategies.
• Monitor key performance indicators and resolve escalated customer issues.
• Collaborate with Product, Engineering, and Customer Success teams to address customer needs and uplevel the customer experience.
• Maintain support documentation.
• Stay current with industry trends to continuously improve support processes.
• Foster a positive team environment and drive professional growth and development.
• 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 processes for Support Specialists.

What We're Looking For

• A proven track record of leading and growing high-performing, highly technical B2B SaaS Support organizations.
• Experience driving a culture of excellence and empathy.
• Systematic thinking to proactively address thematic customer issues and improve Support processes.
• 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.
• Comfort discussing APIs, integrations, and system workflows with technical teams.
• Comfortable using data and metrics to drive decision-making.
• Well versed in Support organizations, related KPIs, and related systems (ticketing, analytics, Help Center, etc.).
• Comfort with ambiguity, initiative, and a willingness to roll up your sleeves to build.

Team & Environment

You will manage an initial team of ~5 Product Support Specialists as part of the broader Product Support team, collaborating with other Support Managers. You'll report to the Head of Support and VP of Customer Success. At Ashby, we care deeply about our customers, spend significant time building best-in-class products, and value small teams of very talented people with a strong sense of ownership.

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 is a local-country position based in the Philippines.

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.