Original listing text, shown exactly as published by the company.
The Role
The Customer Support Manager - APAC is responsible for the success of the Customer Support Team in the Asia Pacific region. Acting as second in charge and reporting to the Global Customer Support Manager, the Customer Support Manager will ensure the Support Team adheres to the scheduled roster to guarantee coverage of the service desk at all times, complies with company policy regarding office attendance, and oversees other day-to-day operational duties.
This role is responsible for supporting the Megaport customer base in addressing technical issues, account issues, and general inquiries via phone and web-based support platforms, either in the form of technical assistant to the Customer & Network Support Team members or directly with customers as the first escalation point.
True to the nature of customer service, the role is dynamic and fast-paced, offering many opportunities for career development. The successful candidate is comfortable working autonomously, enjoys problem-solving, and has a keen eye for detail. They will have strong written and verbal communication skills and comfortably foster positive customer interactions and relationships. They will enjoy working in a friendly, supportive team that encourages collaboration.
As an internal customer advocate, the successful candidate will work closely with global teams to efficiently resolve customer requests. Including but not limited to comfortably communicating, troubleshooting, and escalating complex technical problems. The role is exposed to the challenges and demands of a rapidly expanding global network.
As a senior member of the CNS Team, the Customer Support Manager - APAC will act as a representative for Megaport, attending in-person and online meetings with local customers and suppliers, assisting with procurement contract discussions and negotiations, and managing supplier performance.
What You’ll Be Doing
Operational Leadership & Team Management
- Manage the day-to-day responsibilities of the customer support function, providing technical guidance, direction, and supervision across shifts and regions.
- Lead a Brisbane based multi-level team (Customer Support Specialists and L1/L2 Support Engineers), ensuring workload is balanced, priorities are clear, and service delivery is consistent.
- Conduct regular 1:1s, team reviews, and performance conversations; own the personal and career development plans for team members. Address performance issues promptly through structured coaching, improvement plans, and corrective actions as needed.
Technical SME Support (Hands-On Leadership)
- Maintain a strong personal knowledge of Megaport products, network protocols, processes, tools, and policies to lead credibly in a fast-paced technical environment.
- Provide hands-on technical SME assistance, supporting complex troubleshooting and guiding decision-making on escalations and customer communications.
SLA, KPI & Service Delivery Ownership
- Ensure customer service demand is met and all SLAs are consistently achieved.
- Monitor queue health, quality standards, and ticket discipline to ensure accurate, timely resolutions, as well as high-quality documentation.
- Implement strategies to improve customer satisfaction, reduce repeat contacts, and increase consistency across the support experience.
Incident & Escalation Management (End-to-End Ownership)
- Own the customer incident management process end-to-end, from intake and triage through customer communications, coordination, and post-incident follow-up.
- Act as the initial escalation point for customer incidents and complex cases, ensuring rapid engagement of the correct internal technical teams.
- Lead the team during customer-facing incidents, coordinating customer-facing tasks and aligning internal stakeholder communications.
Staffing, Coverage & Rostering (24x7 / Follow-the-Sun)
- Maintain and monitor required staffing levels and schedules to ensure the team can meet demand and respond to customer requests and network incidents in a timely manner.
- Build and manage rosters to support 24x7x365 coverage, balancing skill mix, time zones, and expected workload.
- Manage leave, attendance, and schedule adjustments to protect coverage and minimise operational risk.
- Supervise day-to-day operational activities, including rostering and office attendance, where applicable.
Reporting, Insights & Executive Communication
- Develop and publish customer service, operations, and executive-level reports covering SLA/KPI performance, incident trends, demand/capacity, quality, and risks when required.
- Provide accurate data analysis and insights to CNS leadership to support prioritisation and business-based decisions when required.
- Translate operational metrics into actionable improvements across tooling, processes, training, and cross-functional engagement when required.
What We Are Looking For
- Minimum 3 years of experience in people management/leadership.
- Strong knowledge of fundamental networking concepts.
- CCNA/JNCIA level work experience in network incident resolution is mandatory.
- Experience in SDN & NaaS, Cloud On-ramps, Virtual Edge routers, API-driven Provisioning is ideal.
- Proven experience managing multi-vendor environments (Cisco, Nokia, Juniper, etc.) with a focus on interoperability within a global peering fabric.
- A passion for innovation and technology.
- Excellent written and verbal communication skills.
- Ability to communicate with all levels of business and work with internal and external stakeholders to deliver exceptional customer service.
- Ability to solve complex technical problems.
- Innovative approach to problem-solving and incident resolution.
- Experience and understanding of fiber optic networks.
- Solution focus and a keen interest in process improvement, including documentation.
- Ability to work autonomously, in a semi-remote position, within a globally dispersed team environment.
- Strong work ethic.
- High attention to detail.
- Enjoys working as part of a team and is comfortable coaching others.
