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.