Regional Director, Customer Support – EMEA, APJ

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Define regional operations throughout EMEA and APJ by establishing strategies that align with the global Support vision.

• Ensure effective leadership, skill development, and capacity across various time zones.

• Conduct regular data-driven evaluations focusing on response and resolution times, backlog, aging, quality, escalations, and customer sentiment.

• Communicate regional progress to executive leadership.

• Enhance customer communication, minimize customer effort and handoffs, and manage escalations and prolonged cases.

• Engage directly with customers during significant incidents.

• Provide Support insights to aid in customer health and retention strategies.

• Identify and expand responsible AI applications in case management, knowledge sharing, troubleshooting, and quality assurance.

• Advance knowledge management, quality assurance, onboarding, and continuous learning initiatives.

• Foster leadership development, outline career trajectories and promotion criteria, and enhance succession planning.

• Partner with Product and Engineering teams on escalations, defects, and root-cause analysis.

• Collaborate with Customer Success, Sales, and Renewals teams on risk management and retention efforts.

• Develop workforce plans, processes, and playbooks that facilitate growth.

⛳️ Requirements

• Proven experience in supporting and developing Managers and senior leaders across distributed teams in various countries, cultures, and time zones.

• Demonstrated experience in creating succession plans and enhancing leaders' capabilities.

• Proficiency in utilizing meaningful metrics, identifying trends, and translating insights into actionable strategies.

• Experience leveraging quality, knowledge, and case data to enhance customer outcomes and expedite engineers' proficiency.

• Track record of improving response and resolution times, case aging, backlog management, quality, escalations, and customer satisfaction.

• Background in implementing AI, automation, or intelligent workflows within Support or similar customer-facing teams, achieving measurable productivity, efficiency, and quality improvements.

• Experience in designing or refining career frameworks, role definitions, competencies, promotion criteria, and technical and leadership career pathways at all levels.

• Ideally possess over 10 years of experience in enterprise technical support, customer success, service delivery, or a related post-sales function.

• Experience overseeing a large and complex region such as EMEA, APJ, or equivalent.

• Proven ability to conduct regular evaluations, service reviews, and executive briefings.

• Hands-on experience in knowledge management, quality assurance, onboarding, and enablement.

• Strong, credible communication skills with executives and a composed demeanor with senior customers during critical incidents.

• Capability to unite stakeholders with varying priorities and reporting structures.

• A background in enterprise software, SaaS, cybersecurity, or cloud services is advantageous.

• Familiarity with CRM, case management, analytics, and workforce management tools is a plus.

🏝️ Benefits

• 23 days of annual leave plus all public holidays, increasing to 25 days after 2 years of service.

• An additional day off to celebrate your birthday.

• Private medical insurance covering you, your cohabiting partner, and children.

• Life insurance valued at 4 times your base salary.

• Salary sacrifice pension scheme.

• Enhanced family leave policies.

• Confidential Employee Assistance Program available.

• Cycle to work scheme.

• Opportunities for skills development, learning, and career advancement.

• Travel to the Cambridge office and across EMEA and APJ as necessary.