Customer Support Manager (AV / Broadcast Systems)

About the Company
Our client is a leading Broadcast, Cloud and Professional AV systems integrator with a strong presence across Asia Pacific. They design, install, and maintain AV and broadcast infrastructure for clients across banking, hospitality, media, education, government, and sports sectors. As part of their continued expansion in Singapore, they are looking for an experienced Customer Support Manager to lead their support function.

The Role
The Customer Support Manager will lead the customer support function, ensuring clients receive timely, professional, and effective support for AV systems, service requests, maintenance contracts, and project-related aftercare. This role acts as the main escalation point for customer issues, coordinates with internal technical teams, manages support processes, and continuously improves customer satisfaction and service quality.

Key Responsibilities
Customer Support Management

• Lead and manage the customer support team, including planning on-call rotations and scheduling
• Manage the company's 24/7 support services, including resource planning and acting as the escalation point of contact
• Act as the main escalation point for customer complaints, urgent issues, and service-related concerns
• Ensure support requests are logged, tracked, assigned, and resolved within agreed timelines
• Maintain clear communication with customers regarding issue status, next steps, and resolution plans
• Build and maintain strong relationships with key clients, vendors, and internal stakeholders

Service Coordination

• Manage all preventive maintenance contracts, including scheduling and delivery
• Coordinate with project managers, service engineers, AV technicians, vendors, and subcontractors to resolve customer issues
• Ensure proper handover from project teams to support teams after project completion
• Work closely with the Sales team to prepare quotations for preventive maintenance and 24/7 support contracts
• Monitor response times, resolution times, and SLA compliance
• Review recurring issues and work with technical teams to identify long-term solutions

Team Leadership

• Supervise, coach, and develop customer support staff
• Assign daily tasks and manage team workload
• Provide guidance on handling difficult customer situations
• Conduct regular performance reviews and support team training
• Promote a customer-focused and solutions-driven culture

Process and Reporting

• Set up and manage a ticketing system and on-call support process, such as Zendesk or an equivalent platform
• Develop and improve customer support workflows, escalation procedures, and reporting processes
• Maintain accurate records of service requests, customer communications, and issue resolutions
• Prepare regular reports on support performance, customer satisfaction, open cases, and service trends

Client Management

• Serve as the primary customer-facing contact for support-related matters, given that engineers on the team tend to be more technically focused than client-oriented
• Maintain strong communication and relationship management with clients throughout the support lifecycle

Requirements

• Minimum 5 years of experience in a similar customer support, service management, helpdesk management, or technical support management role
• Strong AV technical background with hands-on industry knowledge required
• Experience setting up, configuring, or managing Zendesk or equivalent ticketing platforms is a strong advantage
• Proven experience managing a support team, including on-call rotations and scheduling
• Strong customer service mindset with excellent communication and client-facing skills
• Ability to manage escalations, pressure situations, and demanding clients professionally
• Strong organisational and follow-up skills
• Ability to coordinate between customers, engineers, project managers, vendors, and management
• Good written and spoken English

Click APPLY or you may forward your updated CVs to [email protected]

Reg No. R22107461
Triton AI Pte Ltd
License no. 21C0661