Customer Support Manager (Escalations)

Ingram Micro Philippines BPO LLC; Pateros; On-site; PHP 2,009,000 - 2,678,000; Full time

Job summary

Ingram Micro Philippines BPO LLC is seeking an experienced Manager to lead the Global L3 Escalations function, overseeing high-severity customer issues that threaten operations or retention. The role requires strong incident management, cross-functional coordination, and timely stakeholder communication to drive rapid resolutions.

You will establish ownership, mentor Escalation Associates, and set best practices for incident response across Support, Operations, Sales, and Product teams, while

Qualifications

• Minimum 5 years in escalation management, customer success, or related fields.
• 3+ years in leadership roles managing critical customer issues.
• Experience supporting enterprise, strategic, or retail customers.
• Able to work across varying time zones to support the business.
• Experience with communication tools (phone, email, video conferencing) and ticketing platforms.

Responsibilities

• Own and continuously improve global escalation management processes, severity definitions, SLAs, and engagement models.
• Establish clear ownership, accountability, and resolution pathways across support, operations, sales, vendor, and product teams.
• Drive executive-level incident response and coordinate cross-functional resources during critical situations.
• Ensure consistent customer communications, status updates, and recovery plans during escalations.
• Serve as senior customer advocate during business-critical escalations.
• Lead, coach, and develop Global Escalation Associates.
• Establish incident management best practices and response standards.

Skills

Escalation management

Customer success

Leadership

Cross-functional coordination

Stakeholder communication

Tools

CRM systems

Zendesk

Video conferencing (Teams)

Ticketing platforms

Job description

It's fun to work in a company where people truly BELIEVE in what they're doing!

Job Description:

The Manager leads the Global L3 Escalations function, overseeing the resolution of high-severity customer issues that present significant operational, financial, reputational, or customer retention risk. Working within established global escalation frameworks and operating procedures, the role drives effective incident management, cross-functional coordination, and timely stakeholder communication to support rapid issue resolution.

Responsibilities

• Own and continuously improve global escalation management processes, severity definitions, SLAs, and engagement models.
• Establish clear ownership, accountability, and resolution pathways across support, operations, sales, vendor, and product teams.
• Drive executive-level incident response and coordinate cross-functional resources during critical situations.
• Ensure consistent customer communications, status updates, and recovery plans during escalations.
• Serve as senior customer advocate during business-critical escalations.
• Lead, coach, and develop Global Escalation Associates.
• Establish incident management best practices and response standards.

Requirements

• Minimum of 5 years in Escalation Management, Customer Success, Technical Support, Operations, or Service Delivery with 3+ years in leadership roles managing critical customer issues.
• Experience supporting and directly interacting with different customer segments, including but not limited to enterprise, strategic or retail customers.
• High AQ (Adversity Quotient) and extensive experience overseeing high-urgency customer experience cases and escalations, with a strong track record of driving timely resolution, customer retention, and service recovery.
• Able to work in varying time zones to support the business.
• Regularly apply expertise in day-to-day activities. May fill the role of a staff member in complex situations. Experience in communication tools across telephone, email and Video Conferencing (Teams), as well as client, case management and ticketing platforms (CRM, Zendesk, etc.)