Director, APAC Customer Support

At PitchBook, a Morningstar company, we are always looking forward. We continue to innovate, evolve, and invest in ourselves to bring out the best in everyone. We’re deeply collaborative and thrive on the excitement, energy, and fun that reverberates throughout the company.

Our extensive learning programs and mentorship opportunities help us create a culture of curiosity that pushes us to always find new solutions and better ways of doing things. The combination of a rapidly evolving industry and our high ambitions means there’s going to be some ambiguity along the way, but we excel when we challenge ourselves. We’re willing to take risks, fail fast, and do it all over again in the pursuit of excellence.

If you have a good attitude and are willing to roll up your sleeves to get things done, PitchBook is the place for you.

About the Role:

As a member of our Account Management & Customer Success team, you will thrive on your ability to embrace and drive change and your commitment to ensuring you and PitchBook are always growing and improving. While continually learning and exploring new ideas and concepts, you will be inspired to ask questions and challenge the status quo while remaining focused on our customers’ success. We value teamwork and collaboration and encourage our people to build strong, trusting relationships with their teammates, customers, and partners. A contagious positivity, insatiable curiosity, and people-first attitude are the winning traits of our most successful Account Management & Customer Success team members. If this sounds like you, join us!

PitchBook’s Director, APAC Customer Support leads a regional Customer Support team. This includes goal setting, strategy development, headcount planning, compensation planning, and more. Ultimately, this role is responsible for managing an effective regional Customer Support organization with an emphasis on efficiency and quality.

Primary Job Responsibilities:

Manage a team of Customer Support Managers in APAC to achieve global SLA goals, improve workflow efficiencies

Provide coaching and career development for team members as needed

Maintain a regular cadence of 1:1s with Customer Support Managers to recap performance, identify improvement opportunities, and support career development

Partner with the Global Director, Customer Support to develop the APAC regional support strategy within the Customer Support organization

Set hiring strategy for the APAC region of the Customer Support organization

Design new team member onboarding and trainings; collaborating with the People Development team as needed to update trainings

Work with Global Director, Customer Support to set the APAC regional schedule to ensure business hour coverage

Serve as a point of escalation for critical client questions and coordinate with direct reports to resolve all client issues

Work with the Director, Support Business Operations to assist with designing ongoing financial market and product trainings

Cross collaborate with other departments from Product to Data Operations to provide actionable feedback and help innovate our internal processes

Own large projects of strategic importance, assisting with product and process improvements

Conduct monthly regional meetings to update Customer Support Specialists on best practices, performance metrics and continuing expectations

Support the vision and values of the company through role modeling and encouraging desired behaviors

Participate in various company initiatives and projects as requested

Basic Qualifications:

Bachelor’s degree, preferably in Business Administration or related field

5+ years of professional management or team lead experience, ideally in a Customer Support or Operations environment

Preferred Qualifications:

Demonstrated success with workflow optimization in a real time, fast paced environment

Proficient with Salesforce or similar CRM preferred

Excellent verbal and written communication skills with a keen eye for detail

A client first attitude and love to engage with customers

Interested in financial markets or services, particularly private equity and venture capital

Ability to operate with a strong sense of urgency and deliver results

Terrific prioritization skills to high call volume in parallel with project work

Comfortable to engage with a diverse array of customers

Team player with the desire to try new ideas in order to achieve greater levels of success

Knowledge of the Microsoft Office suite including Outlook and Word

Must be authorized to work in Singapore without the need for visa sponsorship now or in the future

Benefits at PitchBook:

Physical Health

Private medical insurance

Additional medical wellness incentives

Private life insurance

Emotional Health

Parental leave

Education subsidies

Robust training programs on industry and soft skills

Generous allotment of vacation days, sick days, and volunteer days

Social Health

Employee resource groups

Company-wide events

Employee referral bonus program

Quarterly team building events

Financial Health

Retirement contributions via CPF

Shared ownership employee stock program

*Please be aware the above PitchBook benefit and perk offerings are subject to corresponding plan and policy documents and may change during the course of your employment.

Working Conditions:

At the heart of our company is a belief in the power of in-person collaboration. Being together in the office fuels our creativity, strengthens our connections, and drives the innovation that sets us apart. Our culture is built on spontaneous moments—those hallway conversations, whiteboard brainstorms, and shared celebrations in each of our global offices—that simply can’t be replicated remotely. This role is expected to be in the office 5 days a week.

The job conditions for this position are in a standard office setting. Employees in this position use PC and phone on an on-going basis throughout the day. Limited corporate travel may be required to remote offices or other business meetings and events.

We are excited to get to know you and your background. Concerned that you might not meet every requirement? We encourage you to still apply as you might be the right candidate for the role or other roles at PitchBook.

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