Customer Support Manager

Customer Support Manager

We're looking for a dynamic and experienced Customer Support Manager to lead our EMEA team in delivering high-quality technical support. You'll work closely with global Customer Support Managers to drive excellence, efficiency, and scalability across the function. This is a key leadership role with a strong focus on team development, performance, and cross-functional collaboration.

This is a hybrid position working 2/3 days a week from our Cambridge Office.

What will I be doing:

• Leading, mentoring, and developing a regional team of around 20 technical support professionals.
• Managing day-to-day operations, ensuring delivery against performance targets and KPIs.
• Identifying development needs and implementing corrective actions to drive continuous improvement.
• Driving operational efficiency and embedding scalable processes and change initiatives.
• Collaborating with global support teams and cross-functional departments (e.g., Development, Customer Success and Professional Services).
• Applying technical expertise to resolve complex customer issues and elevate support standards.

What experience do I need:

• Proven experience in Customer Support or Product roles within a high-tech or SaaS environment.
• Demonstrated success in leading and developing high-performing teams.
• Strong technical knowledge, including security frameworks, network infrastructure, and threat landscapes.
• Ability to manage performance, drive change, and implement scalable support processes.
• Excellent communication and collaboration skills, with a track record of cross-functional teamwork.

Benefits:

• 23 days' holiday + all public holidays, rising to 25 days after 2 years of service,
• Additional day off for your birthday,
• Private medical insurance which covers you, your cohabiting partner and children,
• Life insurance of 4 times your base salary,
• Salary sacrifice pension scheme,
• Enhanced family leave,
• Confidential Employee Assistance Program,
• Cycle to work scheme.