Escalations & Incident Manager — Cross-Functional Lead

Ingram Micro, Inc.; Taguig; On-site; PHP 300,000 - 420,000; Full time

Job summary

Ingram Micro, Inc. in the Philippines is seeking a dedicated Escalation Coordinator to manage critical customer escalations from intake through resolution. You will ensure timely communication, align stakeholders, own issues, and advocate for customers.

The role requires handling multiple high-complexity cases, coordinating with internal teams, and maintaining thorough case documentation to drive prompt resolutions.

Qualifications

• 2-5 years in Customer Support, Technical Support, Customer Success, Service Delivery, or Escalation Management, preferably in a high volume, high-complexity environment.
• Experience with communication tools across telephone, email and video conferencing (Teams) and with client, case management and ticketing platforms (CRM, Zendesk, etc.).
• Experience in IT industry with some understanding of Cloud and IT provider space.
• Familiarity with incident management and customer service methodologies.
• Experience supporting enterprise, strategic or retail customers.
• Able to work in varying time zones to support the business.

Responsibilities

• Manage assigned customer escalations.
• Ensure rapid engagement of appropriate internal departments or teams.
• Track actions, commitments, timelines, and resolution activities.
• Maintain detailed escalation records and case documentation.
• Serve as a central point of coordination between customers and internal teams.
• Facilitate de-escalation and data-gathering calls to customers and follow-up discussions.

Skills

Communication tools

Incident management

Customer segments

Time zone flexibility

Tools

Teams

CRM

Zendesk

Job description

Ingram Micro, Inc. in the Philippines is seeking a dedicated Escalation Coordinator to manage critical customer escalations from intake through resolution. You will ensure timely communication, align stakeholders, own issues, and advocate for customers.

The role requires handling multiple high-complexity cases, coordinating with internal teams, and maintaining thorough case documentation to drive prompt resolutions.