Head of Product Support - Asia

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%. Ability to work flexible hours, including outside standard business hours. Understanding of general SaaS architecture and products.

Provide leadership and strategic direction to support teams in Asia. Oversee hiring, onboarding, and day-to-day operations of support teams. Collaborate with regional support leaders globally for consistent support. Mentor and grow engineers and managers. Act as the escalation manager for Asia, driving issues to resolution. Manage communications within Veeva and to customers. Develop strategic relationships with key customers. Represent customer voice from a support perspective to product and regional leaders. Develop product knowledge to understand customer usage. Lead process improvement initiatives. Utilize Zendesk and reporting for efficient ticket support and improvement. Ensure support KPIs are met.