Customer Support Manager

Who we are:

Digital Edge DC (Digital Edge) is a leading data center platform company, established to transform digital infrastructure in Asia. We seek to build the foundation for the world’s digital future, helping organizations to grow sustainably and empowering the populations they serve.

Through building and operating state-of-the-art, energy-efficient data centers rich with connectivity options, we bring new colocation and interconnect options to the Asian market, making infrastructure deployment in the region easy, efficient and economical. Backed by Stonepeak, a leading alternative investment firm specializing in infrastructure and real assets, Digital Edge has in excess of US$1.6 billion in committed capital.

Founded in late 2019, the company has grown rapidly across multiple markets in the region, with 30+ data centers in operations and under construction, and this role is an exciting opportunity to join the team as we further expand our footprint across Asia.

Our values:

• Respect: We embrace diversity and collaboration.
• Innovation: We share ideas and solve problems.  
• Strive: We are driven and determined.
• Excellence: We seek to deliver the best.   
• Responsibility: We do what’s right for our people and the planet.

What we need:

Report to Operations Director Thailand.  Customer Support Manager is responsible for leading the Customer Care function across all data center locations, ensuring consistent and high-quality customer experience delivery.

This role owns customer engagement, service governance, SLA performance, and customer satisfaction, while driving operational excellence and continuous improvement initiatives.

The position also acts as a strategic liaison between customers and internal teams, ensuring alignment between customer requirements and operational execution.

This role is based on-site at data centers in Chonburi, Thailand.

Key responsibilities:

• Lead Customer Care operations across all sites nationwide
• Develop and implement customer service strategies and frameworks
• Ensure SLA compliance and service performance standards
• Manage customer relationships and act as escalation point
• Oversee onboarding, access management, and customer services
• Collaborate with cross-functional teams for service delivery
• Monitor customer satisfaction, performance metrics, and trends
• Lead and develop Customer Care teams across locations
• Drive customer retention and long-term engagement
• Represent the voice of the customer across the organization

Actively champion and implement the organization’s policies on health & safety, environment, energy, quality, information security, and business continuity, ensuring adherence to incident reporting, legal, and regulatory requirements.

The successful candidate:

• Bachelor’s degree in Business, IT, Engineering, or related field
• 8–10 years’ experience in Customer Service, Operations, or Service Delivery
• 5+ years of leadership experience in multi-site environments
• Strong background in Data Center, Telecom, or technology services preferred
• Proven experience managing enterprise customers and SLAs
• Strong leadership, stakeholder management, and communication skills
• Ability to manage escalations and critical incidents effectively
• Strong analytical and strategic thinking capabilities
• Willingness to travel and work outside business hours if required
• High level of professionalism, integrity, and confidentiality

Join us to shape the future of Digital Infrastructure in Asia. Apply now for a confidential career discussion.