Head Of APAC Support

The Head of APAC Support is a senior leadership role focused on delivering exceptional customer support for our growing user base, focused on APAC customers. This role combines strategic oversight with a hands-on approach to leading our support team, driving customer satisfaction, and improving support operations. The Head of Support will work cross-functionally with Product, Engineering, Revenue, and Customer Excellence to ensure the support function is optimized for responsiveness, quality, and scalability.

This role requires a deep understanding of the customer’s technical needs and business objectives, the ability to manage and resolve complex issues, ability to influence and coordinate on behalf of the customer, and a commitment to fostering strong relationships through proactive customer care and support.

Key Responsibilities:

Operational Strategy & Execution:

• Design and execute the support strategy, establishing processes and best practices that enhance team productivity, quality, and efficiency.
• Utilize data and analytics to identify trends, anticipate customer needs, and optimize the support workflow.
• Implement self-service resources and automation to streamline common inquiries and improve the user experience.

Leadership & Team Development: 

•  Lead, inspire, and develop a high-performing support team, including recruiting, training, and coaching to foster a customer-first culture.
• Build career development and performance management plans for team members at all levels.

Customer Experience & Satisfaction:

• Champion the customer experience, ensuring that customer interactions are consistently high quality and tailored to each customer segment.
• Monitor and manage customer satisfaction metrics, implementing improvements to achieve top-tier NPS, CSAT, and response time targets.
• Determine and rollout Geo-specific Support offerings and measure ROI across the region.

Collaboration & Cross-functional Leadership:

• Work closely with Product, Engineering, and Customer Success to relay customer feedback, troubleshoot escalated issues, and contribute to product improvements.
• Develop a feedback loop that uses support insights to guide product development and help prioritize feature enhancements.

Technology & Tools Management:

• Oversee the selection, implementation, and maintenance of support tools and technologies, ensuring they align with company goals and scale with growth.
• Identify and oversee implementation of automation, AI, and self-service solutions to streamline support operations.

Required Skills and Experience:

• Customer Success and Support: Proven experience in customer success, account management, or technical support roles, preferably in an enterprise or B2B environment.
• Enterprise Contract Management: Experience managing and fulfilling enterprise-level support contracts, including meeting service level agreements (SLAs) and ensuring contractual obligations are met.
• Technical Aptitude: Strong understanding of the company’s products and technical offerings, with the ability to communicate technical concepts to both technical and non-technical stakeholders.
• Customer-Centric Mindset: Exceptional customer service skills, with a focus on proactively solving customer issues, improving customer health, and maintaining long-term satisfaction.
• Problem-Solving: Ability to manage complex customer issues, work cross-functionally with internal teams, and identify creative solutions to meet customer needs.
• Communication and Relationship-Building: Strong interpersonal and communication skills, with the ability to build trust and long-term relationships with enterprise customers.
• Data-Driven: Experience with Support delivery metrics and KPIs, support tracking tools, and reporting platforms to monitor customer satisfaction and service delivery.
• Leadership & People Management: Strong leadership and people management skills, with experience in coaching & mentoring and developing individuals and teams.

Preferred Qualifications:

• 8+ Years in Customer Support Role: Must have previous experience managing enterprise support contracts and technical support teams. Leadership role in technology or software-as-a-service (SaaS) environments, is a plus.
• ITIL Certification: ITIL (Information Technology Infrastructure Library) certification or equivalent experience in service management best practices is highly desirable.
• Bachelor’s Degree in Business, Communications, Information Technology, or a related field; advanced degree preferred.

Additionally, you will enjoy some of our local benefits such as:

• Comprehensive medical, accidental, and life insurance
• Weekly wellness sessions to support your physical and mental well-being
• A generous paid time off policy