Manager, Product Support - APAC

About this role:

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. 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: Leading our People function comprising of an HRPB team, HR Generalist team and our team of People Specialists
• Documentation: Creating and improving all of our people focused documentation
• Process and functional Improvement: “Implement Continuous improvement” is one of our Operating Principles. “We hold ourselves to a very high standard, which is: there’s always a better way!”. Don’t think of this as small iterations over time, for example, we’re currently overhauling Total Rewards and restructuring the employment for cohorts of our our overseas employees by setting up local entities in key regions.
• Performance Management: Create and operationalize performance processes and develop frameworks for evaluating and growing talent.
• New Initiatives: As we scale we will need a wider variety of people services, practices and processes.
• Events: Your team is responsible for the annual company offsite (previously held in Cancun), departmental offsites (GTM Kick Offs, Engineering/Product/Design offsites) and team offsites.
• Ashby Product: Partnering closely with the Product Team to distill your observations into tangible feedback. To help scale your efforts, we’ll aim to resolve pain points and increase your influence with documentation; you’ll be able to contribute on both of these fronts as the Voice of the Customer with a pedagogical slant. You’ll be involved in early deployment and testing of features whilst ensuring all new functionality is effectively utilized internally after release
• Compliance: Ensure HR policies and practices comply with all applicable laws in regions where Ashby has employees. Maintain accurate employee records and documentation. Support audits and reporting requirements, and help develop training and communication to keep the organization aligned with legal and regulatory standards.
• Operational Efficiency: Automation, AI deployment and efficient processes are critical to how we will scale Ashby. Your role will be to help ensure maximum impact of potential efficiency gains

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 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.

The Interview:

• 30 min - Recruiter Screen with Talent Team
• 45 min - Interview with Hiring Manager
• Take‑Home Assessment - one week to complete
• Final Round:
  • 30 min “Customer Experience” interview with two other Customer Success leaders
  • 30 min “Team Insights” interview with a Support Specialist, and a Support Leader
  • 30 min “Support Management Approach” interview with another Support Leader
  • 10 min - Closing Questions with Hiring Manager
• Chat with Benji, CEO

Benefits

• 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 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.