Lead Support Excellence Across Asia-Pacific

At Sage, we believe exceptional customer experiences start with exceptional support. We're looking for an experienced and people-focused APAC Support Manager to lead and develop our regional support teams, ensuring customers and partners receive outstanding service across our product portfolio.

This is a high-impact leadership role where you'll be responsible for driving operational excellence, supporting complex customer escalations, and empowering teams to deliver consistently high-quality outcomes. You'll play a key role in shaping the support experience across the Asia-Pacific region while partnering with stakeholders around the globe to continuously improve how we serve our customers.

What You'll Be Doing

As APAC Support Manager, you'll lead a talented team of support professionals and create an environment where collaboration, accountability and customer advocacy thrive.

Key responsibilities include:

- Leading, coaching and developing support teams across the APAC region to deliver exceptional customer and partner experiences.
- Acting as the senior escalation point for critical customer issues, ensuring challenges are managed effectively and resolved in a timely manner.
- Driving major incident and escalation management activities, coordinating cross-functional teams to minimise customer impact.
- Building robust relationships with global support teams, partners and business stakeholders to align priorities and improve outcomes.
- Using operational data and insights to drive performance,



service improvements and customer satisfaction.
- Supporting workforce planning, recruitment, onboarding and succession planning to ensure long-term team success.
- Championing continuous improvement across support processes, knowledge management and service delivery practices.
- Contributing to strategic initiatives that enhance the support function and overall customer experience.

What We're Looking For

You’ll be a proven people leader with experience managing customer-facing support teams in a fast-paced technology environment.

We're particularly interested in candidates who have:

- Experience leading and developing technical or customer support teams across multiple locations or regions.
- A strong customer-first mindset with a passion for service excellence.
- Demonstrated experience managing escalations, major incidents and complex customer situations.
- The ability to influence and collaborate effectively across functions and levels of the organisation.
- Strong analytical and problem-solving skills, with the ability to turn insights into action.
- Experience driving operational improvements and leading change initiatives.
- Excellent communication and stakeholder management skills.

Why Join Sage?

At Sage, you'll be part of a global organisation that helps millions of customers run their businesses more effectively. We invest in our people, encourage continuous learning and provide opportunities to grow your career while making a real impact.

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📌 APAC Support Manager (Sydney)
🏢 Sage
📍 Sydney