Join ABBYY and be part of a team that celebrates your unique work style. With flexible work options, a supportive team, and rewards that reflect your value, you can focus on what matters most – driving your growth, while fuelling ours.
Our commitment to respect, transparency, and simplicity means you can trust us to always choose to do the right thing.
As a trusted partner for intelligent automation, we solve highly complex problems for our enterprise customers and put their information to work to transform the way they do business. Innovation and excellence run through our veins, and you will work with experts who are creating market-leading technologies, using Machine Learning and Artificial Intelligence, and an advanced and sophisticated tech stack.
The Head of APAC Support is a senior leadership role focused on delivering exceptional customer support for our growing user base, focused on APAC customers. This role combines strategic oversight with a hands-on approach to leading our support team, driving customer satisfaction, and improving support operations. The Head of Support will work cross-functionally with Product, Engineering, Revenue, and Customer Excellence to ensure the support function is optimized for responsiveness, quality, and scalability.
This role requires a deep understanding of the customer’s technical needs and business objectives, the ability to manage and resolve complex issues, ability to influence and coordinate on behalf of the customer, and a commitment to fostering strong relationships through proactive customer care and support.
Key Responsibilities:
Operational Strategy & Execution:
- Design and execute the support strategy, establishing processes and best practices that enhance team productivity, quality, and efficiency.
- Utilize data and analytics to identify trends, anticipate customer needs, and optimize the support workflow.
- Implement self-service resources and automation to streamline common inquiries and improve the user experience.
Leadership & Team Development:
- Lead, inspire, and develop a high-performing support team, including recruiting, training, and coaching to foster a customer-first culture.
- Build career development and performance management plans for team members at all levels.
Customer Experience & Satisfaction:
- Champion the customer experience, ensuring that customer interactions are consistently high quality and tailored to each customer segment.
- Monitor and manage customer satisfaction metrics, implementing improvements to achieve top-tier NPS, CSAT, and response time targets.
- Determine and rollout Geo-specific Support offerings and measure ROI across the region.
Collaboration & Cross-functional Leadership:
- Work closely with Product, Engineering, and Customer Success to relay customer feedback, troubleshoot escalated issues, and contribute to product improvements.
- Develop a feedback loop that uses support insights to guide product development and help prioritize feature enhancements.
Technology & Tools Management:
- Oversee the selection, implementation, and maintenance of support tools and technologies, ensuring they align with company goals and scale with growth.
- Identify and oversee implementation of automation, AI, and self-service solutions to streamline support operations.
Required Skills and Experience:
- Customer Success and Support: Proven experience in customer success, account management, or technical support roles, preferably in an enterprise or B2B environment.
- Enterprise Contract Management: Experience managing and fulfilling enterprise-level support contracts, including meeting service level agreements (SLAs) and ensuring contractual obligations are met.
- Technical Aptitude: Strong understanding of the company’s products and technical offerings, with the ability to communicate technical concepts to both technical and non-technical stakeholders.
- Customer-Centric Mindset: Exceptional customer service skills, with a focus on proactively solving customer issues, improving customer health, and maintaining long-term satisfaction.
- Problem-Solving: Ability to manage complex customer issues, work cross-functionally with internal teams, and identify creative solutions to meet customer needs.
- Communication and Relationship-Building: Strong interpersonal and communication skills, with the ability to build trust and long-term relationships with enterprise customers.
- Data-Driven: Experience with Support delivery metrics and KPIs, support tracking tools, and reporting platforms to monitor customer satisfaction and service delivery.
- Leadership & People Management: Strong leadership and people management skills, with experience in coaching & mentoring and developing individuals and teams.
Preferred Qualifications:
- 8+ Years in Customer Support Role: Must have previous experience managing enterprise support contracts and technical support teams. Leadership role in technology or software-as-a-service (SaaS) environments, is a plus.
- ITIL Certification: ITIL (Information Technology Infrastructure Library) certification or equivalent experience in service management best practices is highly desirable.
- Bachelor’s Degree in Business, Communications, Information Technology, or a related field; advanced degree preferred.
Additionally, you will enjoy some of our local benefits such as:
- Comprehensive medical, accidental, and life insurance
- Weekly wellness sessions to support your physical and mental well-being
- A generous paid time off policy
At ABBYY you will:
Love how you work
- We provide remote and hybrid working options to fit all lifestyles.
- We use flexible hours across most of our teams to allow you to find your own definition of balance.
- Encouraging a culture of giving, we provide two paid volunteering days off every year so you can take time to contribute to the causes you care about.
- To ensure your family is cared for, we offer paid parental leave in all our locations.
Love whom you work with
- We are a global team of 800+ colleagues, spread across 15 countries on four continents.
- With 30+ nationalities and ages ranging from 21 to 80, our workforce reflects the world.
- Innovation and excellence run through our veins.
- Our teams gather the expertise which has garnered ABBYY more than 140 technology patents.
- We are guided by the values of respect, transparency, and simplicity. "Team Environment" is in the top three highest-scoring drivers of engagement across all of our departments.
Love what you work on
- We are a company with more than 30 years of experience in the technology market.
- Over 10,000 customers trust ABBYY, including many Fortune 500 ones, with names such as DHL, Johnson & Johnson, FDA, DMV, PwC, KeyBank, Spotify, and H&R BLOCK in our client portfolio.
- ABBYY has modernized the way companies leverage their data in documents by creating the first low-code/no-code Intelligent Document Processing platform.
- Our Machine Learning, Natural Language Processing, Computer Vision Technologies, and a Marketplace built with AI, can transform any document in any process.
- Top Analyst firms recognize ABBYY's market leadership, including Gartner, Everest PEAK Matrix ® Assessment, ISG Intelligent Automation Lens, and NelsonHall, amongst others.
ABBYY is an Equal Employment Opportunity employer that values the strength that diversity brings to the workplace. To learn more about our commitment to Diversity and Inclusion, check out the careers section on our website.
