The opportunity
Caring deeply about our customers is one of our favorite Ashby Operating Principles in Support. As we continue to grow our Product Support Team with the customer experience at the heart of everything we do, we're excited to hire our first Manager of Product Support in the APAC region.
What you'll do
Support Leadership: You have a proven track record of leading and growing high-performing and highly technical B2B SaaS Support organizations, while driving a culture of excellence and empathy.
Systematic thinking: You proactively address thematic customer issues and improve Support processes, leveraging Support technologies and innovative processes to enhance the efficiency and efficacy of the Support team.
Customer-Centric: You have a deep understanding of B2B customer needs and have a history of ensuring outstanding support experiences.
Strong Technical Background: You have experience working with complex B2B software products and can understand, troubleshoot, and communicate technical concepts effectively. While you may not be an engineer, you are comfortable discussing APIs, integrations, and system workflows with technical teams and translating that knowledge into actionable insights for the Support team.
Timely Issue Resolution: You are invested in overseeing the resolution of complex technical issues in alignment of our SLAs.
Analytical: You are comfortable using data and metrics to drive: decision-making, continually improving both the team and customer experience.
What they're looking for
- Technical Expertise: You are well versed in Support organizations, related KPIs, and related systems (ticketing, analytics, Help Center, etc.).
- ⭐ You care deeply about both the customer and employee experience and derive: satisfaction from enabling others to be successful.
- 🤓 You strive to become a product and industry expert. You align with the: goal of creating differentiation via the Support experience and being a go-to partner for your team members. You recognize the expertise the team possesses and are continuously striving to learn and maintain your own expertise in the product.
- 🔍 Your peers describe you as being detail-oriented. You take pride in: operational efficiencies and consider processes from a holistic perspective.
