APAC Support Manager
RingCentralManila, Philippines
Posted November 5, 2025
Full Time
About the Company
RingCentral, Inc. (NYSE: RNG) is a leading provider of AI-driven cloud business communications, contact center, video and hybrid event solutions. RingCentral empowers businesses with conversation intelligence, and unlocks rich customer and employee interactions to provide insights and improved business outcomes. RingCentral is headquartered in Belmont, California, and has offices around the world.
Job Description
APAC Support Manager role at RingCentral, responsible for leading customer support operations across Asia-Pacific region. Manage multi-tiered support teams, develop team members, and ensure alignment with global support strategy and regional business objectives. 3+ years of experience in customer support or customer success roles with progressive leadership responsibility.
Requirements
- Lead and manage customer support delivery for all RingCentral products across the APAC region, serving customers across all segments (Small Business, Mid-Market, Enterprise)
- Directly manage team leaders and individual contributors across Tier 1, Tier 2, Tier 3, Advanced Support Engineers (ASE), and Technical Account Managers (TAM) supporting APAC shift operations
- Develop and coach support team members at all levels to build technical expertise, customer relationship skills, and career growth
- Execute on regional support strategies designed by Sr. Director to meet APAC-specific market needs and customer expectations
- Monitor and drive team performance against regional metrics and service level agreements to ensure consistent delivery of world-class customer support
- Collaborate with EMEA support leadership and global teams to ensure seamless 24x7 customer coverage and knowledge sharing across regions
- Partner with Product, Engineering, and Customer Success teams to escalate APAC customer insights and product issues to improve customer experience
- Manage daily support operations including resource allocation, escalation management, and incident response across all support tiers
- Identify operational improvement opportunities and recommend solutions to Sr. Director for implementation
- Build and maintain relationships with cross-functional stakeholders in APAC to support customer retention and satisfaction goals
- Ensure adherence to company processes, policies, and procedures across all support tiers in the APAC region
- Participate in global support initiatives and provide APAC perspective to inform worldwide support strategy
Benefits
- Comprehensive HMO package (medical and dental)
- Personal Time Off Leaves
- Quarterly Performance Bonus
- Employee Assistance and Wellness Programs
