Manager, Customer Care - APAC

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. Bias toward action—thrives in early-stage environments, spotting gaps, and proactively solving problems. Proven experience building or scaling CX, Operations, or Support functions in high-growth or SaaS environments. Strong operational thinking and program management skills. Default to using data and metrics to inform decisions. Strong experience mentoring and leading high-performing teams.

Manage and scale the team: Hire, coach, and develop a high-performing team of CC specialists. Create a culture of ownership, innovation, and excellence. Lead performance management: Set clear goals and provide structured feedback. Drive data-led improvements: Track team metrics and lead root cause investigations. Own the iteration of core workflows, support systems, macros, documentation, and internal processes. Own escalation and feedback loops: Oversee escalated customer issues, ensure learnings are captured. Lead the CC Partnership Support Program, collaborating closely with Partnership and Ops teams. Use data to own and deliver on key CX goals (e.g. CSAT, response times, backlog management).