Manager, Customer Support

About the role

Ingram Micro is seeking a hands‑on Manager, Customer Support to lead the day‑to‑day operations of its APAC support team. You will own the support queue, drive escalations to resolution and use automation tools to free the team for high‑value issues.

Key responsibilities

• Lead daily operations of the APAC support team, including workload management, queue reviews, stand‑ups and shift hand‑offs.
• Own customer escalations, coordinate cross‑functional teams and communicate proactively with stakeholders.
• Monitor KPIs such as SLA, first response, resolution time, backlog, aged tickets and CSAT, identifying trends and risks.
• Drive ticket hygiene, case quality, documentation and consistent customer communication.
• Leverage automation, AI, self‑service and knowledge management to reduce routine volume.
• Conduct root‑cause analysis and partner with Problem Management, Product and Engineering.
• Coach, mentor and develop the support team while managing performance and career growth.

Required profile

• 5+ years of experience in technical or customer support operations in a high‑volume environment.
• 2+ years of experience managing support teams or operational staff.
• Proven experience managing SLA‑driven operations, escalations and KPI performance.
• Experience supporting a global 24x7 follow‑the‑sun model.
• Bachelor’s degree in a related field or equivalent experience.

Required skills

• Hands‑on experience with service‑desk or ticketing platforms such as Zendesk, ServiceNow or Jira Service Management.

What we offer

• Access to LinkedIn Learning and high‑quality training courses.
• Opportunities for international career growth within a Great Place to Work certified organisation.
• Inclusive, diverse workplace committed to equal opportunity.