Team Manager, Customer Support APAC
Core
Lead the APAC Customer Support organization, driving operational performance, team development, and the transition to a global follow-the-sun support model.
Role type
Senior Team Manager, Customer Support
Builds
Regional and global customer support operations
Domain
SaaS / Technology / Customer Experience
Required skills
Leadership of customer-facing teams, Operational performance management, Follow-the-sun model experience, APAC regional expertise, KPI and data-driven decision making, Stakeholder management, Change management, Technical aptitude for support tools
Preferred skills
Fluency in Japanese, Korean, or Thai, Degree in Business/IT/CS/Economics
Technologies
Case management systems, Self-service platforms, AI-enabled support tools
Responsibilities
Lead and develop the APAC Customer Support team to create a high-performing organization. Set expectations and manage individual/team performance against KPIs. Identify high-potential talent and drive succession planning. Own operational performance and drive improvements using data. Manage complex customer escalations. Lead the transition to global queues and shared case ownership. Partner with EMEA and Americas leaders to balance global workloads. Drive transformation by adopting automation and AI. Represent APAC in the Global Support leadership team.
Seniority
Senior, hands-on IC
