SharkNinja APAC Hiring! Full Time APAC Customer Support Manager in - Ricebowl

Our mission to positively impact people's lives every day in every home around the world allows our employees to be thinkers and tinkerers, designers and doers, creators and number crunchers, makers of things they love.

Shark Ninja is expanding our APAC business and scaling it rapidly. Our two brands, Shark, and Ninja, have enjoyed unprecedented growth in the past 5 years, driven mainly by the very strong innovation pipeline on both brands. Given this success in our existing markets, Shark Ninja has embarked on a bold plan for growing APAC business, in which APAC plays a critical role.

As we continue to grow, we are looking for a APAC Customer Support Manager to join our team. This role will be based in Singapore.

Position Overview

Reporting to Operations Director Japan and APAC, this APAC Customer Support Manager oversees customer support operations across the Asia-Pacific region, including Japan, Korea, Singapore, Malaysia, Southeast Asia, and Oceania. This role is responsible for driving customer satisfaction, operational excellence, and regional standardization of Customer support (Call Center), Warranty and Return processes.

You will lead multi-country teams, manage BPO partners, ensure compliance with local regulations, and collaborate closely with global and regional stakeholders to elevate customer experience across APAC.

Here are some of the EXCITING things you will get to do (Key Responsibilities):

• Regional Customer Support Leadership
• Oversee customer support operations across multiple APAC markets (in-house and BPO teams).
• Define, implement, and monitor regional KPIs (SLA, CSAT, NPS, AHT, etc.).
• Analyze inquiry trends and develop improvement initiatives for each market.
• Manage escalations and handle high-impact customer issues at the regional level.
• Warranty & Return Operations Management
• Standardize warranty and return processes across APAC.
• Ensure compliance with local consumer protection laws and return regulations.
• Conduct defect analysis and provide feedback to product and quality teams.
• Optimize return and replacement costs while maintaining customer satisfaction.
• Collaborate with logistics, warehouse, and quality assurance teams to improve workflows.
• Team & Vendor Management
• Lead and develop country-level CS managers, Third parties and BPO teams.
• Oversee hiring, training, performance evaluation, and workforce planning.
• Manage multi-cultural teams and foster effective cross-border communication.
• Ensure consistent service quality across all APAC markets.
• Customer Experience Improvement
• Collect and analyze Voice of Customer (VOC) insights and report to global teams.
• Partner with Product, Quality, Marketing, and Supply Chain teams to address customer pain points.
• Drive automation and efficiency initiatives (CRM optimization, chatbot, knowledge base, AI tools).
• Lead regional projects to enhance customer experience and operational efficiency.
• Governance & Compliance
• Ensure operations comply with APAC consumer laws, warranty regulations, and return policies.
• Maintain data privacy standards (e.g., GDPR, PDPA) across all markets.
• Implement global CS standards and conduct regular process audits.
  
  

Requirements：

• 5+ years of experience in customer support or CS operations.
• Proven experience managing multi-country or regional operations in APAC.
• Strong understanding of Customer Support, warranty and return processes.
• Demonstrated success in KPI management and operational improvement.
• Experience managing multicultural teams, third parties and BPO partners.
• Business-level English proficiency (written and verbal).
• Hands-on experience with CRM tools (e.g., Zendesk, Salesforce Service Cloud)