AirAsia MOVE
digital travel platform
ProductSupportManager
“Product Support Manager at AirAsia MOVE. Skills: product support, people management, stakeholder management, data analysis. Serve as critical bridge between users, operations, Engineering, Product.. Own end-to-end product support experience.”
What You'll Achieve.
eliminate the root causes that drive contact volume; reduce manual effort; ensure operational readiness; close gaps at the product level; visibility into ticket volumes, issue categories, resolution times, and agent performance; identify gaps to close; ensure rapid response commitments are defined and honoured; Build and scale quality engineering solutions
Industry & Context.
Root Cause Analysis; troubleshooting guides
What They're Looking For.
Must Have
5–8 years of experience in product support, technical support operations, or customer experience roles within a tech platform, OTA, e-commerce, or fintech environment., Minimum 2–3 years in a people management capacity, with demonstrated ability to build and scale support teams in a fast-moving environment., product intuition — ability to understand how features work end-to-end and articulate bugs, edge cases, and user pain points in the language of Engineering., Proficiency with support tooling (Zendesk, Freshdesk, Jira Service Management, or equivalent) and experience building SLA frameworks and escalation workflows., Data-driven mindset with hands-on experience building dashboards or reports in tools such as Tableau, Looker, Google Data Studio, or Excel/Google Sheets., stakeholder management skills — comfortable presenting insights and recommendations to Head-of and VP-level audiences., Excellent written and verbal communication in ability to write clear, crisp incident reports, RCA documents, and exec summaries.
Nice to Have
Direct experience in the OTA, travel tech, or airline digital space — familiarity with GDS (Amadeus, Sabre), NDC, or travel API ecosystems is a significant advantage., Experience implementing or scaling AI-assisted support (chatbots, AI triage, LLM-powered knowledge retrieval) in a consumer-facing platform., Background in ITSM frameworks (ITIL, or equivalent) and experience with incident severity classification and war-room coordination., Exposure to Southeast Asian markets and multi-language support environments (Bahasa Malaysia/Indonesia, Thai, Mandarin, Korean)., Experience working within agile product development teams, including participation in sprint ceremonies and backlog grooming.
What You'll Do.
Serve as critical bridge between users
Own end-to-end product support experience.
Lead team of support analysts.
Set strategy for issue triage and resolution.
Work upstream with Product and Engineering.
Own support knowledge base.
Evaluate and manage support tooling.
Establish operational readiness standards.
Champion a shift-left support model.
Build and maintain support dashboards.
Conduct monthly support reviews.
Conduct quarterly business reviews.
Identify patterns in support data.
Translate unmet user needs into PIRs.
Benchmark product support performance.
Own escalation management for high-severity cases.
Manage support relationships with third-party partners.
Drive a user-first mindset.
How You'll Work.
Team & Collaboration
Act as primary liaison between Product Support, Product Management, and Engineering.; Participate in sprint planning and release reviews.; Drive RCA processes, partnering with Engineering.; Present monthly trends to Head of Platform & Growth and Product Leads.; Work with Legal, Finance, and Commercial as appropriate.; Work alongside senior engineers in a highly collaborative environment.
Communication Scope
Excellent written and verbal communication; write clear, crisp incident reports; write RCA documents; write exec summaries
Process & Methodology
sprint planning, release reviews, backlog grooming
Applying for this Product Support Manager role?
Most applicants get filtered before a human reads their resume. See if yours makes the cut.
How to Apply on Workday
- Workday has a multi-step form — save your progress after every section.
- "Apply With LinkedIn" can fail or lose data; manual entry is more reliable.
- Watch for the "Submit for Review" final step — hitting "Save" alone does not submit.
- Job requisition numbers are useful when following up with HR by email.
ANONYMOUS · UNFILTERED
What do employees actually say about AirAsia MOVE?
Real rants from real employees. Read before you apply.