1Password
Cybersecurity • SaaS • Productivity
1Password is a leading password management and cybersecurity company that offers solutions for both individual and business customers to securely store and manage passwords, secrets, and sensitive information. With features like extended access management (XAM), 1Password empowers users to manage access to every application and web account, ensuring security across all devices with alerts for possible breaches. Trusted by over 150,000 businesses, 1Password provides comprehensive security solutions that enhance productivity by enabling easy and secure sharing of credentials and managing permissions, while maintaining high visibility and control. Their services cater to enterprises and families, providing protection from bad actors in today's SaaS-centric hybrid work environment.
Director, Customer Support – EMEA
November 27
1Password
Cybersecurity • SaaS • Productivity
1Password is a leading password management and cybersecurity company that offers solutions for both individual and business customers to securely store and manage passwords, secrets, and sensitive information. With features like extended access management (XAM), 1Password empowers users to manage access to every application and web account, ensuring security across all devices with alerts for possible breaches. Trusted by over 150,000 businesses, 1Password provides comprehensive security solutions that enhance productivity by enabling easy and secure sharing of credentials and managing permissions, while maintaining high visibility and control. Their services cater to enterprises and families, providing protection from bad actors in today's SaaS-centric hybrid work environment.
📋 Description
• 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
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