Product Support Team Lead

2 weeks ago

Sydney, New South Wales, Australia beBeeLeadership Full time US$180,000 - US$250,000

Job Title:

We are seeking a talented and experienced leader to head our product support team.

This is a critical role that requires strategic direction, leadership, and operational expertise to build and scale the team across Asia.

Key Responsibilities

  • Provide vision and guidance to the support teams in Asia, including overseeing hiring, onboarding, and day-to-day operations.
  • Work closely with regional support leaders to ensure consistent and high-quality support globally.
  • Mentor, coach, and grow engineers and managers on the support team.
  • Act as the escalation manager for Asia for customer support issues while driving the issue to resolution and managing communications.
  • Develop and foster strategic relationships with key customers.
  • Collaborate with product and regional leaders to represent the voice of the customer from a support perspective.
  • Develop product knowledge to effectively understand how customers use our products.
  • Identify and lead process improvement initiatives across the team and broader support.
  • Utilize tools like Zendesk and reporting to manage ticket support efficiently and drive continuous improvement.
  • Ensure support KPIs are met.

Requirements

  • Minimum 7+ years experience in Application Support or Engineering Support.
  • Minimum 3+ years experience building and managing cross-regional high-performing teams.
  • Strong customer service experience and ability to handle customer escalations.
  • Excellent communicator with a creative mindset.
  • Experience supporting multiple products.
  • Proven experience leading leaders.
  • Strategic thinker with an operational mindset.
  • Ability to travel 5-10% and work flexible hours.
  • Understanding of general SaaS architecture and products.

Nice to Have

  • Experience in the life sciences or other heavily regulated industry.
  • SaaS Support experience.
  • Knowledge of Salesforce.com, Zendesk, and JIRA.
  • Ability to speak English and Korean or Japanese.

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