[All remote jobs](https://jobicy.com/jobs.md)[![Ashby logo](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2025/08/63864ee6-221.png)](https://jobicy.com/company/ashby.md)[Ashby](https://jobicy.com/company/ashby.md) # Manager, Product Support – APAC Review the role, location requirements, compensation details, and application process before deciding whether this opportunity fits your next career move. [Apply for this job](#job-application)[View company](https://jobicy.com/company/ashby.md)ShareRemote from[Australia](https://jobicy.com/job-region/australia.md), [Singapore](https://jobicy.com/job-region/singapore.md), [South Korea](https://jobicy.com/job-region/south-korea.md)+2 more, [Japan](https://jobicy.com/job-region/japan.md), [Philippines](https://jobicy.com/job-region/philippines.md)SalarySGD 161k–211k / yrDepartment[Technical Support](https://jobicy.com/categories/technical-support.md)EmploymentFull TimeExperienceDirectorPublished21 Oct 2026Apply before20 Nov 2026Listing views44Application actions3Application toolkit ## Make your next move. Prepare your resume, explore your fit, and draft a cover letter for this opportunity. AI Summary ## The role, at a glance. Ashby is seeking its first APAC Manager of Product Support to lead and expand a team of approximately five Technical Support Specialists. The manager will set regional support strategy, oversee escalations and SLA performance, improve workflows, and use KPIs to strengthen customer outcomes. This role partners closely with Product, Engineering, Customer Success, and global Support leadership while remaining hands-on with customer tickets. Success requires technical B2B SaaS support expertise, strong people coaching, operational rigor, and comfort building processes amid ambiguity. ## Role DNA A quick view of the complexity, pace, ownership and collaboration implied by the job description. ### Job Complexity 5/5EasyHard ### Pace & Pressure 4/5RelaxedFast-paced ### Autonomy Level 5/5GuidedFull ownership ### Communication Load 5/5IndependentCollaborative AI insightThis is a senior regional build-out role combining people leadership, technical escalation oversight, cross-functional influence, and operational design. The successful candidate must independently establish scalable APAC support practices while managing urgent customer needs and team growth. ## Salary analysis Estimated compensation compared with the broader SGD market for similar roles. Estimated job median (per year)Market rateSGD186,000SGD market range (per year)SGD150k–SGD230k0SGD253.00k AI insightThe employer discloses an annual salary range of SGD 161,000–211,000, with a midpoint of SGD 186,000. Estimated Singaporean-market annual compensation for a technical SaaS support manager is SGD 150,000–230,000; this is an AI estimate rather than verified salary research. ## Core skills Skills and capabilities most closely associated with this opportunity. [Technical support leadership](https://jobicy.com/jobs?search_keywords=Technical%20support%20leadership.md)[B2B SaaS support](https://jobicy.com/jobs?search_keywords=B2B%20SaaS%20support.md)[Customer escalation management](https://jobicy.com/jobs?search_keywords=Customer%20escalation%20management.md)[SLA management](https://jobicy.com/jobs?search_keywords=SLA%20management.md)[Support operations](https://jobicy.com/jobs?search_keywords=Support%20operations.md)[KPI analysis](https://jobicy.com/jobs?search_keywords=KPI%20analysis.md)[Team coaching](https://jobicy.com/jobs?search_keywords=Team%20coaching.md)[API troubleshooting](https://jobicy.com/jobs?search_keywords=API%20troubleshooting.md)[Systems integrations](https://jobicy.com/jobs?search_keywords=Systems%20integrations.md)[Ticketing systems](https://jobicy.com/jobs?search_keywords=Ticketing%20systems.md)[Knowledge base management](https://jobicy.com/jobs?search_keywords=Knowledge%20base%20management.md)[Process improvement](https://jobicy.com/jobs?search_keywords=Process%20improvement.md)[Customer experience](https://jobicy.com/jobs?search_keywords=Customer%20experience.md)[Cross-functional collaboration](https://jobicy.com/jobs?search_keywords=Cross-functional%20collaboration.md) Sample interview questionsHow would you establish a scalable support operating model for Ashby in APAC?I would first assess customer demand, ticket themes, coverage gaps, SLAs, team capability, and current workflows. I would then define regional service metrics, escalation paths, staffing plans, documentation standards, and feedback loops with Product and Engineering, reviewing results regularly and iterating based on data. Describe how you handle a high-severity technical customer escalation. I establish ownership, confirm the customer impact and urgency, gather reproducible technical details, and engage the appropriate internal experts. I maintain clear update cadences for the customer and stakeholders, document decisions, and complete a post-incident review to prevent recurrence. Which metrics would you use to evaluate a technical support team? I would balance efficiency, quality, and customer outcomes through metrics such as first-response time, resolution time, SLA attainment, backlog health, reopen rate, CSAT, escalation volume, self-service deflection, and quality-review findings. Metrics should inform coaching and process improvements rather than be used in isolation. How do you coach support specialists with different levels of technical experience? I use regular one-on-ones, ticket reviews, calibrated quality standards, and individualized development plans. I pair structured learning on product areas such as APIs and integrations with real escalation exposure, ensuring each person receives feedback that is specific, actionable, and tied to customer impact. How would you turn recurring customer issues into product and process improvements? I would categorize recurring contacts, quantify their volume and severity, and combine ticket evidence with customer feedback. I would share prioritized insights with Product and Engineering, advocate for fixes or usability improvements, and create documentation or automation that reduces customer effort while tracking the impact after release. Opportunity details ## About this role. Caring deeply about our customers is one of our favorite Ashby[Operating Principles](https://www.ashbyhq.com/blog/culture/ashbys-operating-principles#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. 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. ### About this role: This 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. You 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. When 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. ### Role Requirements: * 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. * Technical Expertise: You are well versed in Support organizations, related KPIs, and related systems (ticketing, analytics, Help Center, etc.). ### You could be a great fit if: * ⭐ 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. * 📋 You know process matters. You are eager to improve processes and workflows to enhance efficiency and efficacy. * 🤝 You 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. * 📈 You enjoy analyzing the Support journey and identifying opportunities for self-service and delivery improvements. * 📣 You 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. ### You may not want to apply if: * You’re excellent at managing existing Support policies and practices, but identifying and rolling out new processes is not an area you’re comfortable with. * You do not want to handle customer-facing tickets, whether for escalation or ongoing learning. * Managing the daily Support workload according to urgency, SLAs, and staffing is not something you’re interested in. * You 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. * You believe there is one right way to provide support and measure success. ### Our Philosophy: Here 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: * We spend a lot of time building best-in-class products since we believe a highly differentiated product is a lot easier to sell. * We 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). * We 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. We 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](https://www.ashbyhq.com/blog/culture/ashbys-leadership-principles) to get a sense of what we value in People Leaders at Ashby. The Interview: At 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: * 30 min – Recruiter Screen with Talent Team * 45 min – Interview with Hiring Manager * Take-Home Assessment – one week to complete * 30 min “Support Management Approach” interview with another Support Leader * Final Round: 30 min “Customer Experience” interview with a Customer Success leader * 30 min “Team Insights” interview with two APAC Support Specialists * 10 min – Closing Questions with Hiring Manager * Chat with Benji, CEO ### Benefits: * You’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. * You get to sell a product that our prospects & customers are truly excited about. * Competitive compensation is offered. * 10-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. * Unlimited PTO with four weeks is recommended per year. Expect “Vacation?” in our one-on-one agenda until you start taking it 😅 * Generous equipment, software, and office furniture budget. Get what you need to be happy and productive! * $100/month education budget with more expensive items (like conferences) covered with manager approval. Ashby 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. Ashby 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. 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