Product Support Manager, APAC

Posted 12 Days Ago
Be an Early Applicant
Philippines
Mid level
Fintech • Professional Services • Software • Consulting
Zone & Co is a leading NetSuite development accelerator for lead-to-revenue software.
The Role
The Product Support Manager leads the regional Support Analysts team, ensuring exceptional customer service by managing case queues, mentoring team members, monitoring performance against KPIs, and collaborating with cross-functional teams. The role requires strong communication, problem-solving skills, and technical support experience with a focus on escalations, alongside fostering team growth through training and customer feedback integration.
Summary Generated by Built In

 

Description

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 or follow us on LinkedIn:.

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.

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.

 

 

Top Skills

Oracle Netsuite

What the Team is Saying

Kai
Georganne
Patti
Patrick
The Company
Amsterdam
0 Employees
Remote Workplace
Year Founded: 2013

What We Do

We are a premier NetSuite Partner & Developer helping high-growth companies automate advanced billing & revenue in NetSuite. Since our inception, we’ve always played hard to win big. True success only happens when you swing for the fences, and since 2013, we've been hitting home run after home run (even while working from home). But what drives our success, you ask? It's our passion—not only for changing how finance teams grow using complete cloud technologies, but also for giving them their lives back in the process.

Why Work With Us

We work daily to change the way businesses innovate at scale using comprehensive cloud technologies built from core cloud systems - like Oracle NetSuite. We design our products to solve the real life challenges of our customers, which we know all too well as ex- CFOs, Accountants, Project Managers, Developers, and more.

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Zone & Co Offices

Remote Workspace

Employees work remotely.

Zone was founded as a remote company before working from home was the “cool” thing to do. We recognize good work can be done from anywhere.

Typical time on-site: None
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