Director, Customer Support (EMEA)

8-10 years of experience leading regional or large-scale customer support organizations, including technical and service functions, ideally in a SaaS or technology environment. Demonstrated success in managing geographically distributed teams across multiple markets or time zones. Strong understanding of the EMEA market landscape, customer expectations, and business culture. Proven experience in defining and executing operational strategies that balance global consistency with regional customization. Exceptional leadership, communication, and collaboration skills. Expertise in support process optimization, escalation management, and workforce planning. Experience collaborating with cross-functional teams, including Sales, Customer Success, Marketing, and Product. Data-driven decision-maker with a track record of achieving operational KPIs and customer satisfaction goals. Deep understanding of SaaS support environments, including incident management and technical troubleshooting. Proficiency in multiple languages spoken within EMEA is an asset.

Develop and implement a regional Customer Support strategy for EMEA. Lead, mentor, and develop Service and Technical Support teams across the EMEA region. Serve as the operational and strategic owner for all customer support activities in the EMEA region. Partner with cross-functional leaders in EMEA to align customer support efforts. Oversee day-to-day performance across regional teams to ensure SLAs and KPIs are met. Act as the primary regional point of contact for high-impact or escalated customer issues. Identify opportunities for efficiency, automation, and innovation within the region’s support operations. Define and monitor performance metrics for regional teams.