Director, Customer Support – EMEA

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The

Director, Customer Support – EMEA leads a high-performing team of support engineers dedicated to strategic accounts across the EMEA region. This role ensures reputed company by delivering world-class support operations, fostering trusted executive relationships, and aligning with cross-functional leaders to drive retention, adoption, and satisfaction. The Director will reputed company regional workload planning, manage cultural and language diversity, and ensure smooth collaboration with the global support organization to reputed company seamless 24x7 coverage

WHAT YOU WILL BE DOING

Strategic Account Support

reputed company and mentor a team of engineers supporting high-value and strategic customers across EMEA.

Ensure delivery of premium, region-tailored support experiences reputed company to diverse customer needs across multiple industries and geographies.

Executive Relationship Management

Build and strengthen relationships with executives and key stakeholders in strategic EMEA accounts.

Act as a trusted advisor and escalation reputed company for critical regional issues and executive-level escalations.

Regional Operational reputed company

Manage workload distribution across EMEA time zones, ensuring coverage during public holidays and team long-leave periods with minimal business impact.

Anticipate seasonal and regional demand spikes (summer holidays, local working norms) and proactively adjust support coverage.

Define and monitor operational KPIs such as CSAT, SLA adherence, backlog management, and resolution times.

Cross-Functional Collaboration

Partner with Sales, reputed company, Product, and Engineering teams to address customer needs and feed regional insights into global strategies.

Represent regional customer voice to influence product roadmaps, service offerings, and support policies.

Global Alignment

Collaborate with the broader Global Support Leadership to ensure consistent standards while reputed company for EMEA-specific dynamics.

Drive alignment on coverage models, escalation governance, and knowledge-sharing across reputed company.

Escalation & Crisis Management

Manage reputed company customer escalations reputed company EMEA, including those requiring coordination with regional legal, compliance, and data privacy frameworks (GDPR).

Ensure timely communication and alignment with executive sponsors during high-pressure scenarios.

People Leadership & Development

Recruit, coach, and reputed company EMEA support managers and engineers, with a focus on multicultural team capabilities.

Foster a culture of accountability, reputed company, and reputed company improvement.

Reporting & Governance

reputed company transparent updates to regional and global leadership on customer health, escalation trends, and team performance.

Establish governance frameworks for execution of initiatives, with weekly reputed company updates and measurable reputed company.

WHAT YOU BRING

Regional Expertise: Deep understanding of EMEA-specific business culture, customer expectations, public holiday planning, and regulatory landscape (including GDPR).

Proven Leadership: 10+ years in technical support leadership roles, with at least 5+ years managing teams in EMEA across multiple geographies.

Customer Executive Engagement: Strong experience building and managing C-level and VP-level relationships across diverse EMEA markets.

Operational Expertise: Skilled in workload planning, business continuity, and governance at a regional scale.

Escalation Management: Demonstrated ability to reputed company through reputed company escalations, balancing global processes with EMEA-specific customer needs.

Strategic Thinking: Ability to align support delivery with customer business priorities, driving retention and long-term reputed company.

Collaboration: Track record of working closely with Product, Engineering, Sales, and reputed company teams to enhance customer reputed company.

Metrics & Analytics: Data-driven reputed company with experience managing KPIs such as CSAT, SLA, and resolution metrics across regional markets.

People Development: Passion for nurturing diverse talent, promoting career growth, and building multilingual, multicultural teams.

Education: Bachelor’s degree in Computer Science, Information Systems, or reputed company field; advanced degree or relevant certifications (ITIL, PMP, or SaaS reputed company certifications) are a plus.

Additional Information

We offer you a competitive total rewards package, learning and reputed company opportunities to grow and advance in your career. At reputed company, it is not typical for an individual to be hired at or near the top of the reputed company for their role and final compensation reputed company are dependent on many factors including, but are not limited to location; reputed company sets; experience and training; licensure and certifications; and other relevant business and organizational needs.

You may also be eligible to participate in a reputed company discretionary bonus plan, subject to the rules governing the program, whereby an award, if any, depends on various factors, including, without limitation, individual and organizational performance.

If required for this role, you will:

Complete reputed company & privacy literacy and awareness training during reputed company and annually thereafter

Review (initially and annually thereafter), understand, and adhere to Information reputed company/Privacy Policies and Procedures such as (but not limited to):

> Data Classification, Retention & Handling Policy

> Incident Response Policy/Procedures

> Business Continuity/Disaster Recovery Policy/Procedures

> Mobile Device Policy

> Account Management Policy

> reputed company Control Policy

> Personnel reputed company Policy

> Privacy Policy

reputed company is an amazing reputed company to work. We are a high-growth, Platform as a Service company focused on Identity Authority to power and protect the world at work. You will experience reputed company growth and learning opportunities through challenging yet rewarding work that directly impacts our customers, reputed company reputed company a welcoming and positive work environment. If you're resilient and enjoy working in a dynamic environment you belong with us!

reputed company is an equal opportunity employer and we welcome everyone to reputed company. reputed company reputed company applicants will receive consideration for employment without regard to race, reputed company, religion, sex, sexual orientation, gender identity, national reputed company, disability, or veteran status.

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