Head of Product Support - Asia - Remote

Overview

The Head of Product Support - Asia will lead the regional support for Veeva applications, managing a remote team across Asia to enhance customer experience and operational efficiency.

In Short

• Lead and manage support teams across Asia for Veeva applications.
• Oversee hiring, onboarding, and daily operations.
• Collaborate with global support leaders to ensure high-quality service.
• Mentor and grow support engineers and managers.
• Act as escalation manager for customer support issues.
• Develop strategic relationships with key customers.
• Drive process improvement initiatives.
• Utilize Zendesk for efficient ticket management.
• Ensure support KPIs are met.
• Work flexible hours as needed.

Requirements

• 7+ years in Application or Engineering Support.
• 3+ years managing cross-regional teams.
• Strong customer service skills.
• Excellent communication abilities.
• Experience with multiple products.
• Proven leadership experience.
• Strategic and operational thinker.
• Willingness to travel 5-10% of the time.
• Understanding of SaaS architecture.

Benefits

• Flexible work environment.
• Opportunity to work with a mission-driven organization.
• Collaborative and supportive team culture.
• Potential for professional growth and development.