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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong leadership in managing high-performing customer support teams, with a focus on operational performance, customer experience improvement, and effective cross-regional collaboration. Proficient in utilizing KPIs and data-driven insights to drive transformation and enhance service delivery.
Highest-signal resume keywords
Leadership Experience in Customer SupportOperational Performance ManagementExperience with Follow-the-Sun Support ModelStrong Communication SkillsTechnical Aptitude for New Technologies
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
KPI ManagementData AnalysisProcess ImprovementCase ManagementAutomationAI-Enabled SupportCustomer Experience EnhancementPerformance CoachingEscalation ManagementWorkload Management
Soft Skills
CollaborationStakeholder ManagementCoachingFeedback ProvisionTeam Development
Industry Keywords
Customer SupportTechnical SupportSaaSAPAC RegionGlobal Support ModelCross-Regional Case OwnershipSelf-Service SupportCustomer TrendsOperational ChangeCultural Awareness
About the role
Key responsibilities & impact- Lead and develop the APAC Customer Support team
- Build a high-performing, engaged and customer-focused organization
- 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 operational performance across responsiveness, resolution, service levels, quality, productivity and customer outcomes
- Use operational data to identify performance gaps, address root causes and align resources and capacity
- Manage complex or high-impact customer escalations
- Identify recurring customer pain points and improve the broader customer experience
- Lead APAC’s contribution to the global follow-the-sun support model
- Support the transition to global queues, shared case ownership and effective cross-regional handovers
- Partner with EMEA and Americas Support leaders to balance workloads, capacity and skills
- Drive transformation, process standardization, automation and adoption of self-service and AI-enabled support
- Represent APAC within the Global Customer Support leadership team
- Partner with Product, Engineering, Sales, Customer Success and regional Support leaders
- 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
- 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 advantageous
- Degree in Business, Information Technology, Computer Science, Economics or a related discipline advantageous but not essential
Benefits
Comp & perks- Competitive salary and benefits package, including performance-based incentives
- 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 environment
- Opportunities for personal and professional growth