Product Support Manager, APAC

About Zone & Co

Zone & Co is a leading SaaS company committed to freeing finance teams from the limitations of clunky, disparate systems and manual processes. Our rapidly growing portfolio of solutions is built on the Oracle NetSuite platform (the leading cloud-based ERP software platform) and offers advanced automation and integration solutions to a wide spectrum of business-critical functions, including complex billing & revenue recognition, to off-the-shelf advanced reporting, Payroll, AP automation, payments, reconciliations, approvals and more. 

Zone helps over 3,000 companies worldwide work smarter, faster, and more securely, whilst maximizing platform value. We do this with a growing innovation-minded team of over two hundred folks, based across North America, Europe, and Asia Pacific. 

Our journey has only just begun and we are excited to welcome talented individuals looking to grow alongside us. If this sounds interesting to you, we’d love to hear from you!

Learn more at www.zoneandco.com or follow us on LinkedIn: linkedin.com/company/zoneandco.

About the Role: 
The Product Support Manager leads the regional team of Support Analysts, ensuring exceptional customer service and satisfaction. This role oversees the case queue, allocates resources, assists with complex cases, and collaborates with Product and Project Management. The manager also fosters team growth through performance monitoring and training initiatives, driving continuous improvement in support services.

Responsibilities:

• Lead and manage the Support Analysts team for high-quality service delivery.
• Oversee the case queue and prioritize resources effectively.
• Assist with complex issues and mentor Support Analysts.
• Monitor team performance against KPIs and prepare reports for management.
• Conduct regular team meetings and facilitate training sessions.
• Collaborate with cross-functional teams for smooth customer transitions.
• Gather customer feedback to inform product improvements.
• Ensure compliance with company policies and promote a customer-centric approach.

Requirements

Qualifications:

• Exceptional communication and problem-solving skills.
• Strong attention to detail and organizational abilities.
• 3+ years of technical support experience with a focus on escalations.
• Bachelor’s degree in a related field and proficiency in NetSuite.
• Experience in team management or mentoring, with a customer-centric mindset.
• Basic understanding of programming concepts and a commitment to continuous learning.

Benefits

At Zone, our benefits are designed to enrich your life beyond the workplace. Recognizing that work is just a fraction of your overall life experience, we are dedicated to providing robust support. As a fully remote company, we prioritize flexibility and balance. Explore our comprehensive list of benefits at Zoneandco.com.

Zone and Co is an Equal Opportunity Employer committed to diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, age, national origin, disability, protected veteran status, gender identity, or any other factor protected by applicable federal, state, or local laws.

We strongly encourage candidates of all different backgrounds and identities to apply. This is an opportunity for us to bring in a different perspective and we’re eager to further diversify our company. Zone & Co is committed to building an equitable, inclusive, and supportive place for you to do some of the greatest work of your career.