Manager, Customer Support

AES Global Holdings Pte. Ltd.; Singapore; On-site; SGD 120,000 - 160,000; Full time

Job summary

AES Global Holdings Pte. Ltd. is seeking an experienced Manager of Customer Support to lead global service operations and align support strategies with commercial goals. You will bridge front-line sales, order management, engineering, and after-sales service to deliver exceptional experiences.

The role focuses on developing scalable processes, enabling distributors, and driving CRM/ERP tool rollouts across APAC while upholding regulatory compliance and SLAs.

Qualifications

• 10+ years of experience in customer support, inside sales, or commercial operations in a global tech/manufacturing setting.
• Proven track record of building high-performing, cross-functional, and geographically dispersed teams.
• Proven experience leading customer support transformations and/or digital enablement initiatives.
• Deep understanding of multinational customer expectations and operational complexity.

Responsibilities

• Lead and develop the Customer Service team to deliver best-in-class customer experiences.
• Own the quote-to-order and order-to-cash support processes, ensuring responsiveness, accuracy, and customer satisfaction.
• Develop and implement service strategies that align with regional business goals and global standards.
• Monitor and improve key service metrics (e.g., response time, resolution rate, revenue attainment).
• Serve as the escalation point for complex customer issues, collaborating across departments to drive timely resolution.
• Partner with Sales, Product, Engineering, and Operations to provide pre-sales support, lead-time estimates, and solution configuration.
• Ensure smooth order management, pricing support, and product availability coordination.
• Implement and monitor customer feedback loops to improve service levels and loyalty.
• Support distributor onboarding, training, and ongoing enablement to ensure consistent customer experience.

Skills

Customer service leadership

Cross-functional leadership

Strategic planning

Process optimization

Team development

Data-driven decision making

Communication skills

Sales support coordination

Education

Bachelor’s degree in Business, Engineering or related field

MBA or equivalent preferred

Tools

Salesforce

SAP

Oracle ERP

Job description

We are looking for an experienced Manager of Customer Support to lead customer support operations, with a strong focus on delivering exceptional service to a diverse portfolio of multinational clients. This role bridges the gap between front-line sales, order management, engineering, and after-sales service. This role is pivotal in ensuring a seamless customer experience across direct and distributor channels, driving operational excellence, and aligning support strategies with commercial goals.

Responsibilities:

• Customer Service Leadership

  • Lead and develop the Customer Service team to deliver best-in-class customer experiences.

  • Own the quote-to-order and order-to-cash support processes, ensuring responsiveness, accuracy, and customer satisfaction

  • Develop and implement service strategies that align with regional business goals and global standards.

  • Monitor and improve key service metrics (e.g., response time, resolution rate, revenue attainment).

  • Serve as the escalation point for complex customer issues, collaborating across departments to drive timely resolution.
    

• Sales Support & Channel Enablement

  • Partner with Sales, Product, Engineering, and Operations to provide pre-sales support, lead-time estimates, and solution configuration.

  • Ensure smooth order management, pricing support, and product availability coordination.

  • Implement and monitor customer feedback loops to improve service levels and loyalty.

  • Support distributor onboarding, training, and ongoing enablement to ensure consistent customer experience.
    

• Operational Excellence

  • Establish and enforce standardized processes, tools, and SLAs across the Asia-Pacific to ensure consistency and scalability in global account support.

  • Support the rollout of CRM and ERP tools to streamline customer support workflows.

  • Drive continuous improvement initiatives across support workflows, tools, and systems (Salesforce, SAP, ModelN)

  • Analyze support data to identify trends, root causes, and opportunities for improvement.

  • Ensure compliance with company policies, regulatory requirements, and service-level agreements.

• Team Development

  • Build, mentor, and retain a high-performing support team.

  • Foster a culture of accountability & execution, collaboration, and customer-centricity.

  • Conduct regular performance reviews and provide coaching and development opportunities

Experience & Skillsets:

• Bachelor’s degree in Business, Engineering or related field required.

• Advanced degree such as MBA or equivalent preferred.

• 10+ years of experience in customer support, inside sales, or commercial operations in a global technology/manufacturing setting.

• Inspirational leader with a track record of building high-performing, cross-functional, and geographically dispersed teams

• Proven track record of leading customer support transformations and/or digital enablement initiatives.

• Deep understanding of multinational customer expectations and operational complexity.

• ERP (e.g., SAP, Oracle) and CRM (e.g., Salesforce) expertise

• Excellent verbal and written communication skills; ability to communicate effectively and professionally with a variety of internal and external customers of all levels

• Demonstrated ability in exercising independent judgement to determine appropriate action.

• Effective organizational skills and attention to detail.

• Ability to conform to shifting priorities, demands and timelines through analytical and problem-solving capabilities.

• Demonstrated ability to execute and bring projects to completion.

• Ability to manage multiple priorities and tasks in a dynamic environment.

• Energy and ability to motivate others.