Lead and manage customer support delivery for all RingCentral products across the APAC region, serving customers across all segments (Small Business, Mid-Market, Enterprise)
Directly manage team leaders and individual contributors across Tier 1, Tier 2, Tier 3, Advanced Support Engineers (ASE), and Technical Account Managers (TAM) supporting APAC shift operations
Develop and coach support team members at all levels to build technical expertise, customer relationship skills, and career growth
Execute on regional support strategies designed by Sr. Director to meet APAC-specific market needs and customer expectations
Monitor and drive team performance against regional metrics and service level agreements to ensure consistent delivery of world-class customer support
Collaborate with EMEA support leadership and global teams to ensure seamless 24x7 customer coverage and knowledge sharing across regions
Partner with Product, Engineering, and Customer Success teams to escalate APAC customer insights and product issues to improve customer experience
Manage daily support operations including resource allocation, escalation management, and incident response across all support tiers
Identify operational improvement opportunities and recommend solutions to Sr. Director for implementation
Build and maintain relationships with cross-functional stakeholders in APAC to support customer retention and satisfaction goals
Ensure adherence to company processes, policies, and procedures across all support tiers in the APAC region
Participate in global support initiatives and provide APAC perspective to inform worldwide support strategy
To succeed in this role you must have experience in:
3+ years of experience in customer support or customer success roles with progressive leadership responsibility
2+ years managing multi-tiered support teams in a customer-facing environment (technical support management experience strongly preferred)
Experience managing teams across different support levels (tiered support structure) with varying technical complexity
Proven ability to execute tactically on strategic direction while adapting to regional market dynamics
Experience working across time zones to facilitate collaboration with global teams
Strong understanding of support metrics, SLAs, and operational excellence principles
Ability to manage multiple priorities simultaneously while maintaining team focus and performance
Experience in the tech or telecommunications industries with cloud-based products preferred
Requirements
Deep understanding of APAC market dynamics, cultural considerations, and business practices
Experience managing both transactional support (Tier 1-3) and relationship-based support (ASE, TAM) teams
Proven track record of building high-performing, diverse teams across multiple countries in the APAC region
Excellent verbal and written communication skills with ability to communicate effectively across all organizational levels
Strong analytical skills to draw insights from regional data and drive continuous improvement
Ability to handle conflict, drive consensus, and make data-driven decisions in fast-paced environments
Experience integrating support operations with go-to-market and customer success initiatives
Intrinsically motivated with intense curiosity and desire to deliver exceptional customer outcomes
Ability to attract, motivate, retain, and develop talent across different support disciplines
Comfortable working in a 24x7x365 support environment with flexibility for business needs
Bachelor's degree or equivalent military and/or work experience
Work Requirements:
Must be able to work APAC business hours with flexibility for global collaboration
Participate in after-hours on-call rotation as needed for escalations
Openness to work varied hours as required to support regional and global business needs
What we offe
Additional Information
APAC Support Manager
Say hello to possibilities.
It's not everyday that you consider starting a new career. We're RingCentral, and we're happy that someone as talented as you is considering this role. First, a little information about us, we're the $2 billion global leader in cloud-based communications and collaboration software. We are fundamentally changing the nature of human interaction-giving people the freedom to connect powerfully and personally from anywhere, at any time, on any device.
This is where you and your skills come in. We're currently looking for an APAC Support Manager to lead customer support operations across the Asia-Pacific region. As the APAC Support Manager, you will oversee multi-tiered support teams delivering exceptional customer experiences across all RingCentral products and customer segments. You will be responsible for managing support delivery during APAC business hours, developing team members across multiple support tiers, and ensuring alignment with global support strategy and regional business objectives.
Ringcentral · Manila, Philippines