APAC Customer Support Manager — Remote

Y-Axis; New South Wales; Hybrid; AUD 90,000 - 120,000; Full time

Job summary

Ingram Micro is seeking a hands-on Manager, Customer Support to run the day-to-day operations of an APAC support team. This leadership role will own a team, manage the queue, and drive escalations to resolution while ensuring clear, timely communication to customers.

You will leverage automation and AI tools in the support stack to handle routine volume and focus on complex, high-value problems requiring judgment. A tight-operating, high-standards culture is a strong fit here.

Qualifications

• 5+ years of experience in technical or customer support operations.
• 2+ years of experience managing support teams or operational staff.
• Experience with SLA-driven support operations, including escalations, backlog, and KPI performance.
• Hands-on experience with service desk or ticketing platforms (Zendesk/ServiceNow/Jira).

Responsibilities

• Leading the day-to-day operations of the APAC support team, including workload management and shift handoffs.
• Owning customer escalations through to resolution with cross-functional coordination.
• Monitoring support KPIs including SLA, first response, resolution time, backlog and CSAT.
• Driving ticket hygiene, case quality, and consistent customer communication.
• Leveraging automation and AI tools to reduce routine support volume.
• Root cause analysis with Problem Management, Product, and Engineering.
• Coaching and developing the support team while managing performance and growth.
• Improving support workflows and knowledge management to drive continuous improvement.
• Ensuring consistency across APAC and Unified Support leadership.

Skills

Technical support operations

Leadership

Stakeholder management

Customer focus

Escalation management

Education

Bachelor’s degree or equivalent experience

Tools

Zendesk

ServiceNow

Jira Service Management

Job description

Ingram Micro is seeking a hands-on Manager, Customer Support to run the day-to-day operations of an APAC support team. This leadership role will own a team, manage the queue, and drive escalations to resolution while ensuring clear, timely communication to customers.

You will leverage automation and AI tools in the support stack to handle routine volume and focus on complex, high-value problems requiring judgment. A tight-operating, high-standards culture is a strong fit here.