Job Objective

We are looking for an experienced, hands-on Team Manager, Customer Support – APAC to lead our regional Customer Support organization and contribute to our global support strategy.

You will drive customer experience, operational performance, people development and continuous improvement, while leading APAC’s contribution to our global follow-the-sun support model. This includes supporting the transition toward global queues, shared case ownership and seamless customer support across regions and time zones.

You will lead, coach and develop a diverse international team, building a high-performance culture focused on customer outcomes, accountability, collaboration and continuous development.

Key Responsibilities

- Lead and develop the APAC Customer Support team, creating a high-performing, engaged and customer-focused organization with a strong culture of accountability, collaboration and ownership.
- Set clear expectations and actively manage individual and team performance against defined objectives and KPIs, supported by regular feedback, coaching, one-to-ones and development planning.
- Identify and develop high-potential talent, strengthen succession planning and empower team members to make decisions, take ownership and continuously improve the customer experience.
- Own the operational performance of APAC Customer Support, driving regional and global KPIs across responsiveness, resolution, service levels, quality, productivity and customer outcomes.
- Use operational data and insights to identify performance gaps, address root causes, effectively align resources and capacity, and drive sustainable improvements.
- Manage complex or high-impact customer escalations and identify recurring customer pain points, working cross-functionally to improve the broader customer experience.
- Lead APAC as an integral part of the global follow-the-sun support model, helping transition from regional ticket queues to global queues,



shared case ownership and effective handover practices across regions.
- Partner closely with Support leaders in EMEA and the Americas to balance global workloads, capacity and skills, improve customer coverage and champion a global-first mindset.
- Drive transformation and continuous improvement by simplifying, standardizing and automating support operations, while championing the adoption of new technologies, tools, self-service capabilities and AI-enabled ways of working.
- Represent APAC within the Global Customer Support leadership team, partnering with Product, Engineering, Sales, Customer Success and regional Support leaders to establish consistent service standards, share best practices and provide clear insights on performance, customer trends, risks and opportunities.

Requirements

- 5+ years of leadership experience within Customer Support, Technical Support, Customer Experience or a related environment, ideally within SaaS or technology.
- Demonstrated experience leading, coaching and developing high-performing customer-facing teams, with a strong focus on performance, accountability and continuous development.
- Experience operating within, or transitioning toward, a follow-the-sun or global support model, including global queues, cross-regional case ownership, workload and capacity management.
- Strong understanding of the APAC region, with experience working across different markets, cultures and time zones while building shared global accountability.
- Proven ability to manage operational performance through KPIs, data, coaching and continuous improvement,



translating operational insights into clear actions and business decisions.
- Experience managing complex customer escalations and communicating effectively with senior internal and external stakeholders.
- Strong understanding of modern Customer Support operations, including case management, self-service, automation and AI-enabled support, with the technical aptitude to quickly understand current products, systems and technologies.
- Experience leading organizational or operational change, improving processes and challenging existing ways of working within a growing or transforming organization.
- Excellent communication, collaboration and stakeholder management skills, with the confidence to make decisions, challenge the status quo and drive accountability.
- Fluency in English is required, with Japanese, Korean, Thai or other APAC languages an advantage. A degree in Business, Information Technology, Computer Science, Economics or a related discipline is advantageous but not essential.

What We Offer

- Based in our Adelaide, Australia office.
- Competitive salary and benefits package, including performance-based incentives.
- Prospect to play a key leadership role within a global Customer Support organization.
- The opportunity to help shape and evolve our global follow-the-sun Support model.
- International collaboration with Support, Product and other business teams.
- Opportunities for international travel and collaboration with global teams.
- Quarterly team events and company-wide celebrations.
- An open and collaborative working culture.
- Shared staff lunches and complimentary fruit, tea and coffee.
- Opportunities to participate in company and customer events, including F1-related events.
- Join a diverse APAC organization representing many nationalities and backgrounds.
- Opportunities to actively contribute to our diversity and CARE initiatives.

📌 Team Manager, Customer Support – APAC (Adelaide)
🏢 Teamviewer
📍 Adelaide