APAC Customer Support Manager — AI-Driven Ops Lead

Opal Healthcare; Sydney; Hybrid; AUD 120,000 - 150,000; Full time

Job summary

Ingram Micro Inc. in Sydney is seeking a hands-on Manager, Customer Support to lead the APAC support team, own the queue, and drive escalations to resolution.

You will leverage automation and AI tools to reduce routine volume, coach the team, and ensure high standards of customer communication. The role requires guiding SLA performance, coordinating with Product and Engineering, and maintaining data quality across platforms.

Qualifications

• 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.
• Bachelor’s degree in a related field or equivalent experience.

Responsibilities

• Leading the day-to-day operations of the APAC support team, including workload management, queue reviews, coverage, stand‑ups, 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

Skills

SLA management

Team leadership

KPIs & reporting

Customer focus

Coaching & mentoring

Automation & AI tools

Global 24x7 support

Stakeholder management

Education

Bachelor’s degree or equivalent

Tools

Zendesk

ServiceNow

Jira Service Management

Job description

Ingram Micro Inc. in Sydney is seeking a hands-on Manager, Customer Support to lead the APAC support team, own the queue, and drive escalations to resolution.

You will leverage automation and AI tools to reduce routine volume, coach the team, and ensure high standards of customer communication. The role requires guiding SLA performance, coordinating with Product and Engineering, and maintaining data quality across platforms.