Manager, Product Support - APAC
Core
Lead the first APAC Product Support team, building operational processes and scaling customer support for a B2B SaaS platform.
Role type
Senior IC Support Manager (Regional)
Builds
Support operations, team structure, and customer experience processes for the APAC region
Domain
B2B SaaS / Customer Support
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure | physical/clinical work
Required skills
B2B SaaS support leadership, process improvement, technical troubleshooting, data-driven decision making, team coaching, SLA management
Preferred skills
Product expertise, industry knowledge, self-service optimization, cross-functional collaboration
Technologies
ticketing systems, analytics tools, Help Center platforms
Responsibilities
Lead and grow a team of ~5 Product Support Specialists, partner with Product and Engineering to resolve escalated issues, develop and implement support strategies, monitor KPIs, and drive professional development within the team
Seniority
Senior, hands-on IC
