Customer Support Manager APAC

You will manage advanced customer escalations and day-to-day support queues while meeting service-level agreements. You will improve support processes and automation, partner with product and engineering to resolve issues, analyze support metrics, document procedures, and help hire, onboard, and develop future support staff.

Responsibilities

• Handle advanced customer escalations and day-to-day support queues
• Ensure timely issue resolution and adherence to SLAs
• Identify and implement process optimizations and automation
• Partner with Product, Engineering, and Go-to-Market teams to triage issues
• Collaborate with the US Customer Support Manager to scale support
• Analyze support metrics and trends
• Refine and document standard operating procedures
• Assist with hiring, onboarding, and development of future team members

Requirements

• 3+ years of customer support or user operations experience in B2B SaaS or technology
• 1+ years of team lead or mentorship experience in a high-volume support team
• Hands-on coaching and team-performance leadership
• Support process improvement
• Data-informed operational decision-making
• Organizational and prioritization skills
• Customer experience and operational excellence