Customer Support Manager Escalations

Ingram Micro; Taguig; On-site; PHP 1,200,000 - 1,800,000; Full time

Job summary

Ingram Micro in Taguig, Philippines, seeks a Manager to lead the Global L3 Escalations function, overseeing resolution of high-severity customer issues with operational, financial, reputational, or retention impact. You will operate within established escalation frameworks and drive incident management and stakeholder communication.

This role requires cross-functional coordination with support, operations, sales, vendor and product teams, plus mentoring of escalation associates.

Qualifications

• Minimum 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 enterprise, strategic or retail customers.

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

Leadership

Cross-functional collaboration

Customer success

Incident management

Communication

Tools

Zendesk

CRM systems

Video Conferencing (Teams)

Job description

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.)