{"id":1226999,"url":"https://alion.io/job/ashby-manager-product-support-apac-2","title":"Manager, Product Support - APAC","company":{"id":58445,"name":"Ashby","domain":"ashbyhq.com","url":"https://alion.io/company/ashby","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Ashby","truth_index":{"grade":"C","score":61,"open_postings":62,"ghost_share":0.645,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":23,"computed_at":"2026-10-20T05:45:00Z"}},"role":"Support","role_family":"Support","seniority":null,"employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"inferred","locations":["Singapore"],"countries":["SG"],"hiring_countries":["JP","AU","PH","KR","SG"],"hiring_countries_total":5,"salary":null,"salary_estimate":{"min_usd":63000,"max_usd":135000,"period":"year","method":"role_country_seniority_unknown","sample_n":17},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":true,"technologies":[],"status":"live","first_seen_at":"2026-08-07T19:48:36Z","employer_posted_date":"2026-08-07","last_verified_at":"2026-10-20T10:16:15Z","board_verified":true,"closed_at":null,"days_open":73,"trust":{"level":"ok","repost_count":0,"flags":["company_stale"],"days_open":73},"description":"Caring deeply about our customers is one of our favorite AshbyOperating 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. In this role, you'll lead an incredible group of Technical Support Specialists, collaborate closely with a high-performing team of Support Managers, and help shape how we scale exceptional customer support globally.\nAbout this role:\nThis is a unique opportunity to take ownership of a region. As our first regional manager in APAC, you won’t just be managing a team. You’ll be building and shaping how Support operates within an emerging region. This role requires someone who thrives in ambiguity, has a passion for building and can balance strategic foresight with operational execution. You’ll need to be both a strong advocate for our customers and for your team, as we continue to grow Support in line with our ambitious company goals.\nYou will partner with other Support leaders and Support Engineers to develop and implement effective support strategies, monitor key performance indicators, and resolve escalated customer issues. You will collaborate closely with Product, Engineering, and the broader Customer Success Teams to address customer needs, maintain support documentation, and uplevel the customer experience. You will stay current with industry trends to continuously improve support processes, foster a positive team environment, and drive professional growth and development within the support team.\nWhen you start, you’ll work closely with our Director of Support, and alongside our Head of Support and VP of Customer Success . You’ll inherit a team of ~5 Product Support Specialists and will grow this team further once you’re ramped.\nRole Requirements:\nSupport 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.\n\nSystematic 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.\n\nCustomer-Centric: You have a deep understanding of B2B customer needs and have a history of ensuring outstanding support experiences.\n\nStrong 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.\n\nTimely Issue Resolution: You are invested in overseeing the resolution of complex technical issues in alignment of our SLAs.\n\nAnalytical: You are comfortable using data and metrics to drive decision-making, continually improving both the team and customer experience.\n\nTechnical Expertise: You are well versed in Support organizations, related KPIs, and related systems (ticketing, analytics, Help Center, etc.).\n\nYou could be a great fit if:\n⭐ You care deeply about both the customer and employee experience and derive satisfaction from enabling others to be successful.\n\nYou 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.\n\nYour peers describe you as being detail-oriented. You take pride in operational efficiencies and consider processes from a holistic perspective.\n\nYou know process matters. You are eager to improve processes and workflows to enhance efficiency and efficacy.\n\nYou love to coach and enable. You see every teaching moment as an opportunity and are excited to help teams grow functionally and expand their technical knowledge.\n\nYou enjoy analyzing the Support journey and identifying opportunities for self-service and delivery improvements.\n\nYou thrive in representing the voice-of-the-customer as you hone internal processes, as well as advocating for manageable and efficient processes for Support Specialists.\n\nYou may not want to apply if:\nYou’re excellent at managing existing Support policies and practices, but identifying and rolling out new processes is not an area you’re comfortable with.\n\nYou do not want to handle customer-facing tickets, whether for escalation or ongoing learning.\n\nManaging the daily Support workload according to urgency, SLAs, and staffing is not something you’re interested in.\n\nYou need close oversight, a clearly carved out roadmap, or step-by-step guidance to succeed. This role requires comfort with ambiguity, initiative and a willingness to roll up your sleeves to build something you're passionate about.\n\nYou believe there is one right way to provide support and measure success.\n\nOur Philosophy:\nHere are a few key points (relevant to the go-to-market side) that should give you an idea of what it is like to work with us:\nWe spend a lot of time building best-in-class products since we believe a highly differentiated product is a lot easier to sell.\n\nWe want to offer deep expertise whenever we interact with prospects and customers - whether it be through scaled engagements (e.g. webinars), 1:1 conversations, or through written word (e.g. documentation).\n\nWe strongly believe that small teams with very talented people (and the right work environment) deliver much better performance than teams with large headcount. We hire and compensate accordingly.\n\nWe value a strong sense of ownership, principled thinking over experience, and thoughtful communication (we put a lot of effort into using the right communication channels) - we’ll get into these and other values during the hiring process. You can take a look at our Leadership Principles to get a sense of what we value in People Leaders at Ashby.\nThe Interview:\nAt Ashby, our team and interview process want to help you show your best self. Our interview process is structured to get to know you and your career as well as empower you with insight into our key focus areas. Here is the process in its entirety:\n30 min - Recruiter Screen with Talent Team\n\n45 min - Interview with Hiring Manager\n\nTake-Home Assessment - one week to complete\n\n30 min \"Support Management Approach\" interview with another Support Leader\n\nFinal Round:\n30 min \"Customer Experience\" interview with a Customer Success leader\n\n30 min \"Team Insights\" interview with two APAC Support Specialists\n\n10 min - Closing Questions with Hiring Manager\n\nChat with Benji, CEO\n\nBenefits:\nYou’ll get the time to do things the right way; we put a lot of emphasis on high quality work and avoid quick hacks as much as possible.\n\nYou get to sell a product that our prospects & customers are truly excited about.\n\nCompetitive compensation is offered.\n\n10-year exercise window for stock options. You shouldn’t feel pressure to purchase stock options if you leave Ashby -do it when you feel financially comfortable.\n\nUnlimited PTO with four weeks is recommended per year. Expect “Vacation?” in our one-on-one agenda until you start taking it\n\nGenerous equipment, software, and office furniture budget. Get what you need to be happy and productive!\n\n$100/month education budget with more expensive items (like conferences) covered with manager approval.\n\nAshby 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. We are committed to a diverse and inclusive workforce and welcome people from all backgrounds, experiences, perspectives, and abilities.\nAshby is committed to a fair and transparent hiring process. We confirm that this advertisement is for an active, existing vacancy within our organization. Please be advised that we may use artificial intelligence-driven tools to assist our recruitment team in screening, assessing, and selecting candidates for this position.","description_format":"text","description_chars":8298,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Stock options","Unlimited PTO"],"hiring_locations":[{"name":"Japan","iso":"JP","kind":"country"},{"name":"Australia","iso":"AU","kind":"country"},{"name":"Philippines","iso":"PH","kind":"country"},{"name":"South Korea","iso":"KR","kind":"country"},{"name":"Singapore","iso":"SG","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Software","Recruiting Software & ATS"],"lifecycle":[{"event":"open","at":"2026-09-25T13:37:22Z"}],"visa":[],"liveness":{"score":10,"band":"cold","label":"Long shot","p_open":1,"p_active":0.367,"p_room":0.28,"age_days":73,"expected_fill_days":23,"reasons":["conf:0","stale_co","win:tail","crowd:"],"computed_at":"2026-10-20T05:45:00Z"},"pay":null,"html_url":"https://alion.io/job/ashby-manager-product-support-apac-2","json_url":"https://alion.io/job/ashby-manager-product-support-apac-2.json","meta":{"generated_at":"2026-10-20T10:34:22Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":11502,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-21T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":58445},"rest":"https://alion.io/mcp/rest/get_company?id=58445"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fashby-manager-product-support-apac-2"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fashby-manager-product-support-apac-2"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fashby-manager-product-support-apac-2"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/ashby-manager-product-support-apac-2\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fashby-manager-product-support-apac-2"}]}