Team Manager, Customer Support

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. Lead the regional APAC Customer Support organization and contribute to the global support strategy .

Posted 11/4/2026full-timeAdelaide • AustraliaMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong leadership in managing APAC Customer Support operations, focusing on performance metrics, team development, and customer satisfaction. Proficient in driving transformation through automation and innovative support strategies while fostering a high-performance culture.

Highest-signal resume keywords

Leadership Experience in Customer SupportOperational Performance ManagementExperience with Follow-the-Sun Support ModelCoaching and Developing High-Performing TeamsFluency in English and APAC Languages

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer Support OperationsKPI ManagementCase ManagementData AnalysisProcess ImprovementAutomationAI-Enabled SupportTechnical AptitudeComplex Customer Escalation ManagementGlobal Support Strategy

Soft Skills

Communication SkillsCollaboration SkillsStakeholder ManagementCoaching SkillsPeople Development

Industry Keywords

SaaSAPAC RegionCustomer ExperienceTechnical SupportContinuous ImprovementHigh-Performance CultureShared Case OwnershipWorkload ManagementSuccession PlanningCustomer Outcomes

About the role

Key responsibilities & impact

Lead the regional APAC Customer Support organization and contribute to the global support strategy
Drive customer experience, operational performance, people development and continuous improvement
Support the transition toward global queues, shared case ownership and seamless support across regions and time zones
Lead, coach and develop a diverse international team
Build a high-performance culture focused on customer outcomes, accountability, collaboration and continuous development
Set expectations and manage individual and team performance against objectives and KPIs
Provide feedback, coaching, one-to-ones and development planning
Identify and develop high-potential talent and strengthen succession planning
Own APAC Customer Support operational performance across responsiveness, resolution, service levels, quality, productivity and customer outcomes
Use operational data to identify performance gaps, address root causes, align resources and capacity, and drive sustainable improvements
Manage complex or high-impact customer escalations and address recurring customer pain points cross-functionally
Lead APAC within the global follow-the-sun support model
Partner with Support leaders in EMEA and the Americas to balance workloads, capacity and skills
Drive transformation by simplifying, standardizing and automating support operations
Champion adoption of new technologies, tools, self-service capabilities and AI-enabled ways of working
Represent APAC within the Global Customer Support leadership team
Partner with Product, Engineering, Sales, Customer Success and regional Support leaders
Establish consistent service standards, share best practices and provide insights on performance, customer trends, risks and opportunities

Requirements

What you’ll need

5+ years of leadership experience within Customer Support, Technical Support, Customer Experience or a related environment, ideally within SaaS or technology
Demonstrated experience leading, coaching and developing high-performing customer-facing teams
Experience operating within, or transitioning toward, a follow-the-sun or global support model, including global queues, cross-regional case ownership, workload and capacity management
Strong understanding of the APAC region and experience working across different markets, cultures and time zones
Proven ability to manage operational performance through KPIs, data, coaching and continuous improvement
Experience managing complex customer escalations and communicating with senior internal and external stakeholders
Strong understanding of modern Customer Support operations, including case management, self-service, automation and AI-enabled support
Technical aptitude to quickly understand new products, systems and technologies
Experience leading organizational or operational change and improving processes
Excellent communication, collaboration and stakeholder management skills
Fluency in English required
Japanese, Korean, Thai or other APAC languages are an advantage
Degree in Business, Information Technology, Computer Science, Economics or a related discipline is advantageous but not essential

Benefits

Comp & perks

Competitive salary and benefits package, including performance-based incentives
Opportunity to play a key leadership role within a global Customer Support organization
Opportunity to help shape and evolve the global follow-the-sun Support model
International collaboration with Support, Product and other business teams
Opportunities for international travel and collaboration with global teams
Quarterly team events and company-wide celebrations
Open and collaborative working culture
Shared staff lunches and complimentary fruit, tea and coffee
Opportunities to participate in company and customer events, including F1-related events
Opportunities to actively contribute to diversity and CARE initiatives
Inclusive workplace culture
Accommodations or adjustments during the application or hiring process, including interview or onboarding support