Sr Manager, Customer Support

📍 Job Overview

• Job Title: Senior Manager, Customer Support
• Company: Ingram Micro
• Location: Sydney Office, Rosebery, Australia
• Job Type: Hybrid (FULL_TIME)
• Category: Management, Customer Support
• Date Posted: June 26, 2025
• Experience Level: 10+ years
• Remote Status: Hybrid

🚀 Role Summary

• Lead and scale the customer support organization across a designated geographic region.
• Combine operational leadership, technical knowledge, and customer-centric thinking to build a world-class support experience.
• Collaborate with global teams, stakeholders, and cross-functional departments to ensure seamless platform functionality, quick resolution of technical issues, and alignment with regional needs and standards.

💻 Primary Responsibilities

• Leadership, Team Management & Strategy:

  • Develop and implement the regional customer support strategy aligned with global standards and regional business objectives.
  • Lead, mentor, and manage a regional support team to provide high-quality technical support for the organization’s platform.
  • Set clear objectives, establish performance standards, and provide regular feedback to enhance team productivity and engagement.
  • Foster a collaborative and customer-focused team culture, encouraging proactive issue resolution and continuous improvement.
  • Represent the department in senior leadership discussions and planning sessions.

• Customer Experience Management & KPI’s:

  • Establish and maintain a support structure to handle escalations, complex issues, and critical incidents, coordinating with global teams as needed.
  • Oversee leaders who manage support tickets, track performance metrics, and analyze trends to identify recurring issues and implement long-term solutions.
  • Oversee the development and execution of customer support policies, processes, and SLA’s to drive consistency and excellence.
  • Manage budget, cost to serve, workforce planning, resource allocation, and support coverage across multiple time zones.

• Operational Excellence:

  • Implement scalable support operations including self-service tools, AI, and knowledge bases.
  • Serve as a customer-facing second-tier escalation point for unresolved product/service issues, working with cross-functional teams to find swift and effective resolutions.
  • Maintain and enhance troubleshooting protocols, best practices, and documentation for rapid issue resolution.
  • Own strategic planning and execution for support operations, including issue resolution, escalation workflows, and Service Level Objectives.
  • Prepare and run high-profile customer meetings representing Customer Support, SLA’s, and Strategic initiatives.

• Service Quality and Continuous Improvement:

  • Define and track key performance indicators (KPIs) to measure service quality, response time, and user satisfaction within the region.
  • Identify areas for improvement in support processes and tools, and implement strategies to enhance platform reliability and user experience.
  • Develop and promote a continuous improvement culture within the team, leveraging user feedback and data analysis to optimize support.
  • Represent the support function in regional customer meetings, events, and executive briefings.

• Regional Compliance and Security:

  • Ensure that all support operations adhere to regional data privacy and security regulations, as well as industry standards.

• Stakeholder and Vendor Management:

  • Act as the primary regional liaison with stakeholders, communicating platform performance, user feedback, and support initiatives.
  • Work closely with third-party vendors and partners to ensure their services meet required service-level agreements (SLAs) and support needs.
  • Provide regular updates to global leadership on regional support activities, challenges, and accomplishments.

• Training and Knowledge Sharing:

  • Ensure delivery of training programs for support staff to ensure a thorough understanding of platform functionalities, policies, and troubleshooting methods.
  • Maintain comprehensive documentation of support processes, common issues, and resolutions to enhance team knowledge.
  • Encourage knowledge-sharing within the support team and across regions to build a strong technical support foundation.

📝 Enhancement Note: This role requires a strategic and customer-focused leader who can balance operational excellence with continuous improvement, driving a high-performing support team to deliver exceptional customer experiences.

🎓 Skills & Qualifications

Education: Bachelor’s degree in Engineering, Business, Computer Science, or a related field (MBA or CPA preferred).

Experience: 8+ years of experience in Technical Engineering with at least 3+ years in a senior leadership capacity.

Required Skills:

• Excellent problem-solving, interpersonal, and leadership skills.
• Strong analytical, communication, and problem-solving skills.
• Proven track record of managing global teams and driving operational excellence.
• Strong communication skills with fluency in English.
• Willingness to travel within the region and occasionally to global headquarters.
• Ability to prepare polished PowerPoint presentations for an executive-level audience.

Preferred Skills:

• Experience working in a cloud-native or API-based platform environment.
• Experience in SaaS, fintech, or subscription-based businesses.
• Knowledge of customer support for highly technical products such as infrastructure platforms, developer tools, or enterprise software.
• Change management or process improvement certification (e.g., Lean Six Sigma).
• Experience with tools such as Zendesk.

📊 Web Portfolio & Project Requirements (N/A for this role)

💵 Compensation & Benefits

Salary Range: The salary range for this role is estimated to be AU$150,000 - AU$180,000 per annum, based on regional market standards for senior customer support management roles in Australia.

Benefits:

• Genuine Career Progression Opportunities
• Hybrid Working Environment
• Training & Development
• Competitive Remuneration Package
• Staff Purchase Policy and a generous Benefits Scheme

Working Hours: 40 hours per week, with flexibility for project deadlines and maintenance windows.

📝 Enhancement Note: The salary range provided is an estimate based on regional market research and may vary depending on the candidate's experience and qualifications.

🎯 Team & Company Context

🏢 Company Culture

Industry: Ingram Micro is a leading technology distributor for the global information technology ecosystem, with a focus on cloud and technology services.

Company Size: Ingram Micro is a large organization with a global presence, employing over 30,000 people worldwide. This size offers opportunities for career growth and exposure to diverse projects and teams.

Founded: Ingram Micro was founded in 1979 and has since grown to become a global leader in technology distribution.

Team Structure:

• The customer support team is part of the broader global support organization, working closely with regional teams, global leadership, and cross-functional departments.
• The role reports directly to the Global Head of Customer Support and works collaboratively with regional support managers, technical specialists, and other stakeholders.

Development Methodology:

• Ingram Micro follows Agile methodologies for project management and continuous improvement, with a focus on customer-centricity and operational excellence.
• The customer support team uses ticketing systems, knowledge bases, and self-service tools to manage support cases and enhance customer experiences.

Company Website: www.ingrammicro.com

📝 Enhancement Note: Ingram Micro's large size and global presence offer opportunities for career growth and exposure to diverse projects and teams. The company's focus on customer-centricity and operational excellence drives the customer support team's strategic importance within the organization.

📈 Career & Growth Analysis

Customer Support Manager Career Level: This role is a senior management position within the customer support organization, responsible for leading and scaling regional support teams to deliver exceptional customer experiences.

Reporting Structure: The role reports directly to the Global Head of Customer Support and works collaboratively with regional support managers, technical specialists, and other stakeholders.

Technical Impact: The role has a significant impact on customer satisfaction, platform reliability, and operational efficiency, driving strategic decision-making and continuous improvement within the customer support organization.

Growth Opportunities:

• Career Progression: With Ingram Micro's global presence and diverse business units, there are opportunities for career progression into regional or global leadership roles within customer support or other functions.
• Technical Skill Development: The role offers opportunities to develop expertise in customer support strategies, operational excellence, and continuous improvement, as well as exposure to emerging technologies and industry trends.
• Leadership Potential: The role provides opportunities to develop leadership skills, mentoring team members, and driving high-performing support teams to deliver exceptional customer experiences.

📝 Enhancement Note: This role offers a unique opportunity to drive strategic decision-making and continuous improvement within the customer support organization, with potential for career progression and leadership development.

🌐 Work Environment

Office Type: Ingram Micro's Sydney office is a modern, collaborative workspace designed to facilitate teamwork and innovation.

Office Location(s): The Sydney office is located in Rosebery, with easy access to public transportation and nearby amenities.

Workspace Context:

• The customer support team works in an open-plan office environment, with dedicated spaces for team meetings and training sessions.
• The team has access to the latest tools and technologies to manage support cases, track performance metrics, and enhance customer experiences.
• The work environment encourages collaboration and knowledge-sharing, with regular team meetings, training sessions, and cross-functional projects.

Work Schedule: The role follows a hybrid work arrangement, with a combination of on-site and remote work. The work schedule is typically Monday to Friday, with flexibility for project deadlines and maintenance windows.

📝 Enhancement Note: Ingram Micro's modern, collaborative work environment fosters teamwork and innovation, with opportunities for professional growth and development.

📄 Application & Technical Interview Process

Interview Process:

• Process Step 1: Applicants will be required to complete an online application form, outlining their relevant experience, skills, and career aspirations.
• Process Step 2: Shortlisted candidates will be invited to participate in a phone or video screening, focusing on their technical problem-solving skills, customer support experience, and leadership capabilities.
• Process Step 3: Candidates who progress to the next round will be invited to an on-site or virtual interview with the hiring manager and other members of the customer support leadership team. This interview will assess the candidate's cultural fit, strategic thinking, and ability to drive operational excellence.
• Process Step 4: The final round of the interview process may include a presentation or case study, allowing the candidate to demonstrate their problem-solving skills, leadership capabilities, and strategic thinking in a real-world scenario.

Portfolio Review Tips: (N/A for this role)

Technical Challenge Preparation: (N/A for this role)

ATS Keywords: (N/A for this role)

📝 Enhancement Note: The interview process for this role is designed to assess the candidate's technical problem-solving skills, customer support experience, leadership capabilities, and cultural fit within the Ingram Micro organization.

🛠 Technology Stack & Web Infrastructure (N/A for this role)

👥 Team Culture & Values

Customer Support Values:

• Customer-Centric: Ingram Micro places a strong emphasis on customer satisfaction and delivering exceptional customer experiences.
• Collaborative: The customer support team works closely with regional teams, global leadership, and cross-functional departments to ensure seamless platform functionality and quick resolution of technical issues.
• Continuously Improving: The team is committed to driving operational excellence and continuous improvement, leveraging user feedback and data analysis to optimize support and enhance platform reliability.
• Responsive: The customer support team is dedicated to providing swift and effective resolutions to technical issues, ensuring minimal impact on customer experiences and business operations.

Collaboration Style:

• Cross-Functional Integration: The customer support team works closely with regional teams, global leadership, and cross-functional departments to ensure seamless platform functionality and quick resolution of technical issues.
• Code Review Culture: The team encourages knowledge-sharing and peer learning, with regular team meetings, training sessions, and cross-functional projects.
• Knowledge Sharing: The customer support team maintains comprehensive documentation of support processes, common issues, and resolutions to enhance team knowledge and drive continuous improvement.

📝 Enhancement Note: Ingram Micro's customer support team is committed to delivering exceptional customer experiences, driving operational excellence, and fostering a collaborative and continuously improving work environment.

⚡ Challenges & Growth Opportunities

Technical Challenges:

• Regional Compliance: Ensuring that all support operations adhere to regional data privacy and security regulations, as well as industry standards.
• Scalability: Managing support operations across multiple time zones and regions, with a focus on consistency, efficiency, and customer satisfaction.
• Emerging Technologies: Staying up-to-date with emerging technologies and industry trends, and adapting support strategies to meet evolving customer needs and expectations.

Learning & Development Opportunities:

• Career Progression: With Ingram Micro's global presence and diverse business units, there are opportunities for career progression into regional or global leadership roles within customer support or other functions.
• Technical Skill Development: The role offers opportunities to develop expertise in customer support strategies, operational excellence, and continuous improvement, as well as exposure to emerging technologies and industry trends.
• Leadership Development: The role provides opportunities to develop leadership skills, mentoring team members, and driving high-performing support teams to deliver exceptional customer experiences.

📝 Enhancement Note: This role presents unique challenges and growth opportunities for a strategic and customer-focused leader, driving operational excellence and continuous improvement within the customer support organization.

💡 Interview Preparation

Technical Questions:

• Customer Support Strategies: Demonstrate your understanding of customer support strategies, operational excellence, and continuous improvement in a global context.
• Leadership & Team Management: Discuss your experience leading and managing global teams, driving operational excellence, and fostering a customer-centric culture.
• Problem-Solving & Decision-Making: Provide examples of your problem-solving skills, strategic thinking, and ability to drive data-driven decision-making in a customer support context.

Company & Culture Questions:

• Ingram Micro's Customer Support Organization: Demonstrate your understanding of Ingram Micro's customer support organization, its role within the broader global support structure, and its strategic importance to the business.
• Customer Experience Management: Discuss your approach to customer experience management, focusing on service quality, response time, and user satisfaction.
• Stakeholder Management: Explain your experience managing stakeholders, communicating platform performance, and driving support initiatives in a global context.

Portfolio Presentation Strategy: (N/A for this role)

📝 Enhancement Note: The interview process for this role is designed to assess the candidate's technical problem-solving skills, customer support experience, leadership capabilities, and cultural fit within the Ingram Micro organization.

📌 Application Steps

To apply for this Senior Manager, Customer Support position:

• Submit your application through the application link provided.
• Tailor your resume and cover letter to highlight your relevant experience, skills, and career aspirations in customer support management.
• Prepare for the interview process by researching Ingram Micro's customer support organization, its role within the broader global support structure, and its strategic importance to the business.
• Demonstrate your understanding of customer support strategies, operational excellence, and continuous improvement in a global context.
• Showcase your leadership and team management skills, as well as your problem-solving abilities and strategic thinking in a customer support context.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and customer support management industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

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