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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong leadership in customer support and service management, with a focus on driving operational excellence and continuous improvement through data analysis and automation. Capable of managing geographically distributed teams while building relationships with key stakeholders to achieve customer and service outcomes.
Highest-signal resume keywords
Leadership Experience in Customer SupportService Management and ITIL PrinciplesData Analysis and Continuous ImprovementStakeholder Management SkillsB2B SaaS or Technology Environment Experience
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Service ManagementIncident ManagementProblem ManagementChange ManagementOperational ExcellenceRoot-Cause AnalysisAI and Automation ImplementationKPI and SLA ManagementProcess SimplificationContinuous Improvement
Soft Skills
Relationship BuildingCoaching and DevelopmentInfluencing SkillsCollaboration
Industry Keywords
APAC Customer SupportB2B SaaSTechnology EnvironmentCommercial Awareness
About the role
Key responsibilities & impact- Lead delivery of the Global Service & Operations strategy across APAC customer support
- Own day-to-day performance of end-to-end customer support across APAC, including L1, L2 and service management
- Ensure agreed KPIs and SLAs are achieved
- Act as senior customer support representative for APAC
- Build relationships with key customers and senior regional stakeholders
- Lead significant customer and service escalations
- Lead, coach and develop a geographically distributed team
- Provide leadership and oversight for Incident, Problem, Change and service management practices
- Use customer feedback, operational data and root-cause analysis to identify trends, risks and improvement opportunities
- Drive operational excellence through process simplification, standardisation and continuous improvement
- Identify and lead AI and automation opportunities
- Manage workforce, capacity, partners and suppliers
- Collaborate across regions to support consistent follow-the-sun customer support
Requirements
What you’ll need- Significant leadership experience in customer support, service management, ideally within a B2B SaaS or technology environment
- Experience leading geographically distributed teams and delivering strong customer, service and people outcomes
- Strong stakeholder management skills with the ability to influence senior commercial and technology leaders
- Good understanding and practical application of service management and ITIL principles
- Strong data and operational insight, with experience driving continuous improvement, automation and AI-enabled capabilities
- Commercial awareness, balancing customer outcomes, service performance and operational efficiency
Benefits
Comp & perks- Equal opportunity employer committed to a diverse and inclusive workplace
- Reasonable adjustments to the interview process
- Benefits information available from the Talent Attraction team