Manager, Customer Care - APAC

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.

Final Note

This is not a “maintain and manage” role. This is a “build, scale, and lead” opportunity. If you're someone who thrives in fast-paced environments, sees complexity as a challenge worth solving, and wants to define how customer experience operates at scale—we’d love to talk.

Practicals

• You'll report to: Director of Customer Care
• Team: Customer Care
• Location: APAC
• Start date: Immediately

Application process

1. Interview with recruiter
2. Interview with future manager
3. Leadership Interview
4. Peer Manager Interview
5. Executive Interview - Panel
6. Bar Raiser Interview
7. Offer
8. Prior employment verification check