Remote

Manager, Customer Care – APAC

Remote

full-time

Posted on:

Location Type: Remote

Location: Anywhere in Asia

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Salary

💰 $35,350 - $79,550 per year

About the role

  • 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.
  • 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.
  • 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.

Requirements

  • 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.
Benefits
  • work from anywhere
  • flexible paid time off
  • flexible working hours (we are async)
  • 16 weeks paid parental leave
  • mental health support services
  • stock options
  • learning budget
  • home office budget & IT equipment
  • budget for local in-person social events or co-working spaces
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
data analysisroot cause analysisperformance managementKPI settingprogram managementcustomer experience (CX) metricsworkflow iterationdocumentation managementsupport systems optimizationticket resolution
Soft Skills
team managementcoachingmentoringproblem-solvingoperational thinkingindependenceproactivitycommunicationcollaborationleadership