Job Description

Product Support Manager
Location: Kuala Lumpur / Bangalore

AirAsia 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.

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 MOVEs 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.

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.
• Benchspan MOVEs 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.

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 recommendations to Head-of and VP-level audiences.
• Excellent written and verbal communication in English; ability to write clear, crisp incident reports, RCA documents, and exec summaries.

Good 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 spanets 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.

• Build and scale quality engineering solutions used by millions of travellers across Southeast Asia.
• Work alongside strong senior engineers in a highly collaborative environment.
• Influence how quality is engineered—not just tested—across large-scale systems.
• Grow your technical depth, leadership impact, and engineering craft in a fast-moving product organisation.