APAC Support Manager

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. Responsibilities: 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 Desired Qualifications: 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 communicatio ... (truncated, view full listing at source)