Director, Customer Support – EMEA
1Password
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇬🇧 United Kingdom
Visit company websiteJob Level
Lead
About the role
- Lead and oversee both the Service and Technical Support teams within the EMEA region, driving operational excellence and customer satisfaction.
- Define and execute the regional support strategy, ensuring exceptional service delivery and a unified, scalable model that aligns with global Customer Support objectives.
- Responsible for regional performance, customer engagement, and cross-functional collaboration with key stakeholders such as Customer Success, Product, and GTM.
- Act as the primary advocate for regional needs, working closely with global support leadership and peers across other regions to align on standards, best practices, and shared objectives that drive world-class support delivery.
- Develop and implement a regional Customer Support strategy for EMEA that aligns with the global support vision while addressing unique market dynamics, customer expectations, and business goals.
- Ensure EMEA’s time zone coverage and operational readiness are optimized to provide consistent, high-quality support to customers throughout their business day.
- Lead, mentor, and develop both Service and Technical Support teams across the EMEA region, fostering a high-performing, inclusive, and collaborative culture.
- Champion talent development and accountability within the region to ensure deep expertise, responsiveness, and operational agility.
- Ensure that service delivery, technical support, and customer interactions reflect the highest standards of quality and responsiveness.
Requirements
- A minimum of 8–10 years of experience leading regional or large-scale customer support organizations, including both 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 with the ability to influence across functional and cultural boundaries.
- Expertise in support process optimization, escalation management, and workforce planning.
- Experience collaborating with cross-functional teams, including Sales, Customer Success, Marketing, and Product, to drive unified outcomes.
- 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.
- Occasionally represent 1Password at industry events or team off-sites (some travel may be required).
- Preferred: Certification in ITIL, Lean, or Six Sigma, and proficiency in multiple languages spoken within EMEA is an asset.
Benefits
- Maternity and parental leave top-up programs
- Competitive health benefits
- Generous PTO policy
- RSU program for most employees
- Retirement matching program
- Free 1Password account
- Paid volunteer days
- Peer-to-peer recognition through Bonusly
- Remote-first work environment
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer supporttechnical supportoperational strategiessupport process optimizationescalation managementworkforce planningincident managementtechnical troubleshootingdata-driven decision makingKPI achievement
Soft skills
leadershipcommunicationcollaborationinfluencementoringtalent developmentoperational agilitycustomer engagementcross-functional collaborationcultural awareness
Certifications
ITILLeanSix Sigma