Manager, Customer Support

We are looking for a hands-onManager CustomerSupportto run the day-to-day operations ofanAPACsupport team. This is an operational leadership role. You will ownateam the queue drive escalations to resolution keep the data clean and make sure customers hear from us clearly and on time.

You will also use the automation and AI tools already in the support stack to take routine volume off the team so your people can spend their time on the complex high value problems that need real judgment. If you like running a tight operation and holding a team to a high standard every day this is a strong fit.

Role Responsibilities:

• Leading the day-to-day operations of the APAC support team including workload management queue reviews coverage standups and shift handoffs
• Owning customer escalations through to resolution coordinating cross-functional teams and proactively communicating with key stakeholders
• Monitoring support KPIs including SLA first response resolution time backlog aged tickets reopen rates and CSAT and identifying trends and risks
• Driving strong ticket hygiene case quality documentation and consistent customer communication
• Leveraging automation AI self-service and knowledge management to reduce routine support volume and improve operational efficiency
• Conducting root cause analysis and partnering with Problem Management Product and Engineering to address recurring customer and platform issues
• Coaching mentoring and developing the support team while managing performance quality and career growth
• Improving support workflows processes documentation and KCS practices to drive continuous improvement
• Partnering with APAC and Unified Support leadership to ensure consistent execution and accountability across the region
• Supporting strategic accounts and high-touch customer escalations as well as IT audits security compliance and data governance requirements

What youll bring:

• 5 years of experience in technical or customer support operations within a high-volume environment
• 2 years of experience managing support teams or operational staff
• Proven experience managing SLA-driven support operations including escalations backlog and KPI performance
• Hands-on experience with service desk or ticketing platforms such as Zendesk ServiceNow or Jira Service Management
• Experience with reporting operational metrics case quality and continuous improvement
• Strong customer focus prioritization communication and stakeholder management skills
• Proven ability to coach and hold teams accountable while building trust and engagement
• Comfortable working with automation and AI-enabled support tools; AI expertise is not required
• Experience supporting a global 24x7 follow-the-sun operating model including after-hours or on-call coverage
• Bachelors degree in a related field or equivalent experience

Whats in it for you

• We provide a fun professional and challenging international business setting. Finally you will get the chance to become part of the worlds leading Technology Solutions provider in the world and a Great Place to Work certified organisation in ten countries across EMEA & APAC.

• We will support you in your professional and personal development by providing you with access to LinkedIn Learning and many high-quality training courses and on-the-job experience to increase your knowledge and expertise.

• We are a large organisation with many national and international career opportunities meaning we can provide you with great career opportunities for years to come with you in the drivers seat.

Youll be part of a workplace where youll feel like you are valued and your contribution is appreciated within the business.

Ingram Micro Inc. is committed to creating a diverse environment and is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race colour religion gender gender identity or expression sexual orientation national origin genetics disability age veteran status or any other protected category under applicable law.

Final offers of employment are subject to the completion of relevant preemployment background checks.

Lets shape tomorrow.

If this sounds like something you want to be a part of click Apply.