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 Ingram Micro Xvantage™ and related technology services
Domain
Global IT sales channel / Technology distribution / B2B support
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
Team leadership, SLA management, ticketing platform expertise, root cause analysis, process improvement, stakeholder coordination, performance coaching
Preferred skills
Automation and AI tool utilization, global 24x7 follow-the-sun model experience, strategic account support
Technologies
Zendesk, ServiceNow, Jira Service Management
Responsibilities
Lead day-to-day operations including workload management, queue reviews, and shift handoffs; Own customer escalations and coordinate cross-functional resolution; Monitor KPIs (SLA, CSAT, backlog) and identify trends; Drive ticket hygiene and documentation quality; Leverage automation/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, hands-on operational leadership
