About The Role & Team
As the Manager of our Asia Pacific and Japan (APJ) Technical Support team, you will lead a growing team supporting our diverse and expanding APJ customer base. This is an exciting leadership opportunity to help shape Amplitude's technical support strategy in a high-growth market. You will have ownership over team operations and development with a goal of building a culture of excellence that drives results and provides a best-in-class customer support experience. If you thrive in fast-paced environments, are passionate about scaling support teams, and have a track record of leading high-performing regional teams, then this is the perfect role to make an impact.
As an APJ Technical Support Manager, you will:
- Lead, develop, and inspire a team of Technical Support Engineers focused on delivering a best-in-class support experience to APJ customers.
- Own and optimize daily team operations, ensuring adherence to support targets (SLA and CSAT) and a focus on customer outcomes.
- Collaborate cross-functionally with key stakeholders such as Product, Engineering, and Customer Success to advocate for customer needs, drive continuous product and process improvements, and resolve escalations.
- Develop and execute strategies for scaling support operations as the APJ region grows, partnering with the support leadership team to ensure cross-region cohesion.
- Provide direct coaching and professional development opportunities for team members.
You'll be a great addition to the team if you have:
- Proven experience leading technical support teams in APJ markets with a strong understanding of regional customer needs.
- Track record of thriving in high-growth environments by building, iterating, and optimizing support processes.
- Passionate about coaching and developing team members, enabling teams to succeed by fostering a culture of continuous learning and high performance.
- Strong collaborator with regional cross-functional leaders to solve complex challenges and drive strategic initiatives.
- Bonus: Experience managing distributed onshore and offshore teams and/or integrating AI technologies into day-to-day support operations without compromising quality or customer satisfaction.
At a minimum, you need to have:
- 3+ years of experience in technical support or a related customer-facing field, with at least 1 year in a people management role.
- A proven track record of driving team performance, achieving support SLA and CSAT targets, and delivering excellent customer outcomes.
- Strong technical learning agility, including familiarity with SDKs, APIs, and common support tools (e.g. Zendesk, Intercom, Confluence, and Jira).
- Excellent communication skills and can confidently represent the team internally and externally.
- You demonstrate a growth mindset and a commitment to continuous improvement.
