Product Support Manager

Job Description
Product Support Manager

Location:

Kuala Lumpur / Bangalore

About Air Asia MOVE     Air Asia MOVE is a dynamic, ASEAN-focused digital travel platform redefining how millions of people discover, book, and experience travel. As part of Capital A, we build large-scale, high-impact products spanning flights, hotels, e-hailing, experiences, and payments-powered by strong engineering fundamentals and a customer-first mindset.

About the Role     Reporting directly to the  Head of Tech, Platform & Growth , the Product Support Manager will serve as the critical bridge between our users, our operations teams, and our Engineering and Product organisations. This is a high-impact, cross-functional leadership role that owns the end-to-end product support experience across MOVE's travel products - flights, hotels, transport, activities, and financial services.

You will lead a team of support analysts, set the strategy for how product-related issues are triaged and resolved, and work upstream with Product and Engineering to eliminate the root causes that drive contact volume. In an OTA environment where real-time disruptions - cancellations, booking errors, payment failures, GDS exceptions - are the norm, this role demands an operator who is equally comfortable with data, process design, escalation management, and engineering collaboration.

Key Responsibilities      1. Cross-Functional Product & Engineering Partnership
Act as the primary liaison between Product Support, Product Management, and Engineering - translating high-frequency support issues into structured, prioritised product feedback and bug reports.
Participate in sprint planning and release reviews to assess downstream support impact of new features and product changes, ensuring operational readiness before go-live.
Drive RCA (Root Cause Analysis) processes for recurring bugs and systemic failures, partnering with Engineering to close gaps at the product level rather than patching at the support layer.
Maintain a Product Defect Tracker and present monthly trends to the Head of Platform & Growth and relevant Product Leads.
2. Support Infrastructure & Knowledge Management
Own the support knowledge base - ensuring documentation, SOPs, and troubleshooting guides are accurate, version-controlled, and accessible to both internal agents and, where relevant, end users via self-service channels.
Evaluate and manage support tooling (ticketing systems, CRM, live chat, automation) and identify opportunities to reduce manual effort through AI-assisted triage, macros, and chatbot deflection.
Establish operational readiness standards for new product launches, including training coordination, FAQ build-out, and first-week monitoring protocols.
Champion a shift-left support model: proactively surface friction points in the booking and post-booking journey before they generate contact volume.
3. Data, Reporting & Continuous Improvement
Build and maintain support dashboards that provide real-time and trending visibility into ticket volumes, issue categories, resolution times, and agent performance.
Conduct monthly support reviews and quarterly business reviews (QBRs) with stakeholders across Product, Engineering, Commercial, and Customer Experience.
Identify patterns in support data that reveal unmet user needs, and translate these into structured Product Improvement Requests (PIRs) for backlog consideration.
Benchmark MOVE's product support performance against OTA industry standards (Booking Holdings, Agoda, Klook, Traveloka) and identify gaps to close.
4. Customer Escalation & External Partner Management
Own escalation management for high-severity cases involving regulatory, financial, or reputational risk - working with Legal, Finance, and Commercial as appropriate.
Manage support relationships with key third-party partners and GDS providers (Amadeus, Sabre, NDC), ensuring rapid response commitments are defined and honoured.
Drive a user-first mindset across the support function, ensuring that every resolution pathway is designed around traveller experience, not operational convenience.

Required Qualifications & Experience      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.
Strong 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.
Strong stakeholder management skills - comfortable presenting insights and…