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 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.
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.
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 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.
-
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.
We are all different - one talent to another - that is how we rely on our differences. At AirAsia, you will be treated fairly and given all chances to be your best.We are committed to creating a diverse work environment and are proud to be an equal opportunity employer.
Search Firm Representatives - AirAsia does not accept unsolicited assistance from search firms for employment opportunities. All CVs / resumes submitted by search firms to any employee at our company without a valid written search agreement in place will be deemed the sole property of our company. No fee will be paid in the event a candidate is hired by our company as a result of an agency referral where no pre-existing agreement is in place.
