Manager, Customer Care - APAC at Remote

Key Qualities - for success at current stage of team and org development

We're looking for a builder—someone who thrives in ambiguity, proactively scaling operational processes to lay foundations and bring structure. Ideal for someone;

• Operationally minded and proactive with experience building foundational CX programs that scale in fast paced companies
• Data and impact led, using metrics and root cause analysis to drive measurable improvements
• A customer-obsessed, cross-functional leader who communicates effectively and influences stakeholders to unblock and empower teams in delivering high-quality user experiences

What You Bring

• Bias toward action—you thrive in early-stage environments, spotting gaps, and proactively solving problems without waiting for direction
• Proven experience building or scaling CX, Operations, or Support functions in high-growth or SaaS environments.
• Strong operational thinking and program management skills to lead initiatives and drive adoption for operational improvements to support long-term team efficiency, reduce manual work, and drive support excellence
• Default to using data and metrics to inform decisions, including root cause analysis, reporting, and setting performance KPIs
• Strong experience mentoring and leading high-performing teams, including performance management and coaching.
• Capable of being highly productive and independent in driving initiatives with minimal oversight from management.

Job Responsibilities

People Management

• Manage and scale the team: Hire, coach, and develop a high-performing team of CC specialists. Create a culture of ownership, innovation, and excellence, ensuring team members are equipped to contribute beyond ticket resolution.
• Lead performance management: Set clear goals and provide structured feedback to foster high performance and continuous development.

Building Customer Care for Scale

• Drive data-led improvements: Track team metrics and lead root cause investigations into customer and support data. Identify pain points and ensure sustainable fixes are implemented.
• Own the iteration of core workflows, support systems, macros, documentation, and internal processes to reduce customer effort and increase internal efficiency
• Own escalation and feedback loops: Oversee escalated customer issues, ensure learnings are captured and looped back into product, training, or process changes.

Customer Experience Program Management

• Lead the CC Partnership Support Program, collaborating closely with Partnership and Ops teams to ensure strong CX metrics and scalability in partnership support.
• Use data to own and deliver on key CX goals (e.g. CSAT, response times, backlog management), and drive improvements that are visible to the business and the customer.