About This Role
The Head of Support, APAC will lead the strategy for scaling a high-impact team of technical and general support leaders and agents across multiple hubs in APAC. As the senior CX leader in-region, you will set the vision, define the operating model, and drive execution in close partnership with Global CX Leadership and the Regional GM.
Key Responsibilities:
* Design and own the long-term vision, strategy, and roadmap for Support in APAC, and build the organizational structure and leadership bench to deliver against it
* Lead and develop a distributed regional support organization, ensuring clear accountability, effective communication, and strong engagement across locations
* Manage and optimize technical and non-technical resources in APAC, ensuring consistent attainment of SLAs and KPIs across both technical and general support teams
* Define, set, and continuously refine quarterly and annual targets; partner with sales, success, product, and engineering leadership to drive sustained performance and continuous improvement in the region
This role requires extensive experience leading with data, entering and scaling new APAC markets, and developing managers and senior ICs into a consistently high-performing, values-driven organization. Strong executive presence is necessary to influence and align technical and non-technical audiences of all levels through clear narratives and data-driven recommendations.
About You
We are looking for a candidate who has 8–10 years of progressive leadership experience building, scaling, and leading high-performing technical support organizations, including leaders and ICs at various stages of their careers. The successful candidate should have demonstrated ability to design, implement, and scale robust cross-functional processes spanning go-to-market and technical teams.
Requirements
* Demonstrated ability to independently own, scope, and drive complex, multi-quarter initiatives while also delegating and empowering leaders and team members to deliver results
* Strong analytical, debugging, and problem-solving skills, with experience interrogating data and systems to identify and resolve root causes
* Ability to analyze server and client application logs and identify the root cause of errors
* Advanced data reporting and data analytics skills, with experience defining and monitoring the metrics that matter at regional and global levels
Nice to Have
* Experience launching and scaling a SaaS product in new markets within a global company
* Strong knowledge of Linux, APIs, NoSQL, MySQL and similar open source technologies