{"id":1687098,"url":"https://alion.io/job/ingram-micro-customer-support-manager-escalations","title":"Customer Support Manager (Escalations)","company":{"id":653,"name":"Ingram Micro","domain":"ingrammicro.com","url":"https://alion.io/company/ingram-micro","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":"senior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Manila, Philippines"],"countries":["PH"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":13500,"max_usd":32000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":999},"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Incident Management","optional":false},{"name":"Zendesk","optional":false}],"status":"live","first_seen_at":"2026-09-01T00:00:00Z","employer_posted_date":"2026-09-01","last_verified_at":"2026-10-06T18:27:17Z","board_verified":true,"closed_at":null,"days_open":35,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":35},"description":"It's fun to work in a company where people truly BELIEVE in what they're doing!\nJob Description:\nThe 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.\nResponsibilities\nOwn and continuously improve global escalation management processes, severity definitions, SLAs, and engagement models.\nEstablish clear ownership, accountability, and resolution pathways across support, operations, sales, vendor, and product teams.\nDrive executive-level incident response and coordinate cross-functional resources during critical situations.\nEnsure consistent customer communications, status updates, and recovery plans during escalations.\nServe as senior customer advocate during business-critical escalations.\nLead, coach, and develop Global Escalation Associates.\nEstablish incident management best practices and response standards.\nRequirements\nMinimum of 5 years in Escalation Management, Customer Success, Technical Support, Operations, or Service Delivery with 3+ years in leadership roles managing critical customer issues.\nExperience supporting and directly interacting with different customer segments, including but not limited to enterprise, strategic or retail customers.\nHigh 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. \nAble to work in varying time zones to support the business.\nRegularly 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.)","description_format":"text","description_chars":2113,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["IT Resellers & VARs","Electronic Components Distribution"],"lifecycle":[{"event":"open","at":"2026-10-02T10:32:09Z"}],"visa":[],"liveness":{"score":39,"band":"fade","label":"Fading","p_open":1,"p_active":0.71,"p_room":0.55,"age_days":35,"expected_fill_days":30,"reasons":["conf:0","velocity","win:tail","comp:brand"],"computed_at":"2026-10-06T05:45:30Z"},"pay":null,"html_url":"https://alion.io/job/ingram-micro-customer-support-manager-escalations","json_url":"https://alion.io/job/ingram-micro-customer-support-manager-escalations.json","meta":{"generated_at":"2026-10-06T21:11:24Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler","counted_by":"address","units_charged":1,"used_today":577,"day_limit":5000,"remaining_today":4423,"minute_limit":60,"resets_at":"2026-10-07T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":653},"rest":"https://alion.io/mcp/rest/get_company?id=653"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fingram-micro-customer-support-manager-escalations"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fingram-micro-customer-support-manager-escalations"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fingram-micro-customer-support-manager-escalations"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/ingram-micro-customer-support-manager-escalations\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fingram-micro-customer-support-manager-escalations"}]}