Ashby is hiring a Manager, Product Support - Singapore

Ashby is looking for a Manager, Product Support in Singapore to lead and build our first regional Product Support team for APAC. You will inherit and grow a team of specialists, develop support strategies, and play a key role in shaping how Support scales to meet the needs of our growing customer base in the region.

What You'll Do

• Lead and grow a team of approximately 5 Product Support Specialists in APAC.
• 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.
• Proactively address thematic customer issues and improve Support processes.
• Oversee the resolution of complex technical issues in alignment with SLAs.
• Use data and metrics to drive decision-making and improve team and customer experience.
• Handle customer-facing tickets for escalation or ongoing learning.
• Manage the daily Support workload according to urgency, SLAs, and staffing.

What We're Looking For

• A 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.
• Well versed in Support organizations, related KPIs, and related systems (ticketing, analytics, Help Center, etc.).
• Comfortable using data and metrics to drive decision-making.
• Thrives in ambiguity and has a passion for building.
• Can balance strategic foresight with operational execution.
• Strong advocate for customers and team members.
• Detail-oriented and takes pride in operational efficiencies.
• Eager to improve processes and workflows to enhance efficiency and efficacy.
• Enjoys coaching and enabling teams.
• Enjoys analyzing the Support journey and identifying opportunities for self-service and delivery improvements.
• Thrives in representing the voice-of-the-customer and advocating for manageable processes for Support Specialists.

Team & Environment

You will be the first Manager of Product Support in APAC, inheriting a team of approximately 5 Product Support Specialists. You will collaborate closely with a high-performing team of Support Managers and partner with other Support leaders, Support Engineers, Product, Engineering, and Customer Success Teams. You will report 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 operates in a local-country mode and is based in Singapore.

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.