Manager, Customer Care - APAC

Proven experience building or scaling CX, Operations, or Support functions in high-growth or SaaS environments. Strong operational thinking and program management skills. Experience using data and metrics to inform decisions, including root cause analysis and reporting. Strong experience mentoring and leading high-performing teams. Ability to be productive and independent with minimal oversight.

Manage and scale the Customer Care team by hiring, coaching, and developing specialists. Lead performance management, setting clear goals and providing feedback. Drive data-led improvements by tracking metrics and investigating root causes. Iterate on core workflows, support systems, and processes for efficiency. Own escalation and feedback loops to capture learnings and implement changes. Lead the Customer Care Partnership Support Program. Deliver on key CX goals using data, such as CSAT and response times.