Ashby is looking for a Manager, Product Support - South Korea to establish and lead our first Product Support team in the APAC region. You will build the foundations of how Support operates in South Korea, balancing strategic foresight with operational execution while advocating for both customers and your team.

What You'll Do

Lead and grow a team of ~5 Product Support Specialists in the APAC region.
Build and shape how Support operates within this emerging 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 and stay current with industry trends to improve processes.
Foster a positive team environment and drive professional growth and development.
Handle customer-facing tickets for escalation and ongoing learning.
Manage the daily Support workload according to urgency, SLAs, and staffing.
Proactively address thematic customer issues and improve Support processes.
Use data and metrics to drive decision-making and improve team and customer experience.
Represent the voice-of-the-customer and advocate for efficient 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.
Deep understanding of B2B customer needs and a history of ensuring outstanding support experiences.
Experience working with complex B2B software products; comfortable discussing APIs, integrations, and system workflows.
Comfortable using data and metrics to drive decision-making.
Well-versed in Support organizations, related KPIs, and related systems like ticketing, analytics, and Help Centers.
You thrive in ambiguity, take initiative, and are willing to roll up your sleeves to build.
Excellent at identifying and rolling out new processes.

Nice to Have

Cares deeply about both customer and employee experience.
Strives to become a product and industry expert.
Detail-oriented and takes pride in operational efficiencies.
Eager to improve processes and workflows to enhance efficiency and efficacy.
Loves to coach and enable teams.
Enjoys analyzing the Support journey and identifying opportunities for self-service and delivery improvements.

Team & Environment

You will be the first regional manager in APAC, leading an initial team of ~5 Product Support Specialists. You will be part of a broader Support team collaborating with Support Managers and Engineers and will report to the Head of Support and VP of Customer Success.

Benefits & Compensation

Competitive compensation.
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 like conferences covered with manager approval.

Work Mode

This role is based locally in South Korea.

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.