Manager, Customer Support
Core
Operational leadership for an APAC customer support team, managing daily operations, escalations, and team performance to ensure timely resolution of high-volume technical and business inquiries.
Role type
Manager, Customer Support Operations
Builds
Customer support operations for a global IT sales channel and B2B technology ecosystem
Domain
Technology distribution, IT sales channel, B2B support
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure | physical/clinical work
Required skills
Team leadership, SLA management, ticketing platforms (Zendesk/ServiceNow/Jira), root cause analysis, KPI monitoring, process improvement, stakeholder coordination, coaching/mentoring
Preferred skills
Automation/AI tool utilization, global 24x7 follow-the-sun model experience, strategic account support, data governance
Technologies
Zendesk, ServiceNow, Jira Service Management, AI-enabled support tools
Responsibilities
Lead day-to-day APAC support operations including workload management and shift handoffs; Own customer escalations and coordinate cross-functional resolution; Monitor support KPIs (SLA, CSAT, backlog) and identify trends; Drive ticket hygiene and documentation quality; Leverage automation and AI to reduce routine volume; Conduct root cause analysis and partner with Product/Engineering; Coach and develop support team members; Improve workflows and KCS practices; Support strategic accounts and IT audits
Seniority
Manager, operational leadership
