Regional Director, Customer Support – EMEA, APJ

Job not on LinkedIn

🔥 25 minutes ago

🇬🇧 United Kingdom – Remote

⏰ Full Time

🔴 Lead

💝 Customer Support

🇬🇧 UK Skilled Worker Visa Sponsor

This company has sponsored UK Skilled Worker visas in the past.

👻 Ghost score 10%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

Apply Now

Find Similar Remote Jobs

Darktrace

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2013

🔒 Cybersecurity

🤖 Artificial Intelligence

💰 Post-IPO Secondary - Darktrace on 2020-03

Cybersecurity • Artificial Intelligence

Darktrace is an AI-native cybersecurity company that delivers autonomous detection and response across network, email, cloud, endpoint, OT and identity environments. Its ActiveAI Security Platform uses self-learning machine learning models that learn an organization’s unique normal to spot novel and subtle threats, provide real-time detection, and take targeted autonomous actions to contain attacks. Darktrace serves enterprises and organizations worldwide with cloud-native, AI-driven security products, threat investigations, incident readiness services, and integrations for comprehensive cyber resilience.

📋 Description

• Shape regional operations across EMEA and APJ by setting strategy aligned with the global Support vision • Ensure appropriate leadership, skills and capacity across time zones • Run regular, data-informed reviews covering response and resolution times, backlog, aging, quality, escalations and sentiment • Share regional progress with executives • Improve customer communication, reduce customer effort and handoffs, and own escalations and long-running cases • Work directly with customers during major incidents • Share Support insights to inform customer health and retention planning • Find and scale responsible AI uses in case management, knowledge, troubleshooting and quality • Improve knowledge management, quality assurance, onboarding and ongoing learning • Support leaders’ growth, define career paths and promotion criteria, and strengthen succession planning • Collaborate with Product and Engineering on escalations, defects and root-cause analysis • Collaborate with Customer Success, Sales and Renewals on risk and retention • Build workforce plans, processes and playbooks that support growth

🎯 Requirements

• Experience supporting and developing Managers and senior leaders across distributed teams in several countries, cultures and time zones • Experience building succession plans and helping leaders grow their capability • Experience using meaningful metrics, spotting trends and turning insight into action • Experience using quality, knowledge and case data to improve customer outcomes and help engineers become proficient faster • Experience improving response and resolution times, case aging, backlog, quality, escalations and customer satisfaction • Experience introducing AI, automation or intelligent workflows into Support or another customer-facing team, with measurable gains in productivity, efficiency and quality • Experience creating or evolving career frameworks, role definitions, competencies, promotion criteria, and technical and leadership career paths at every level • Ideally 10+ years in enterprise technical support, customer success, service delivery or a related post-sales function • Experience looking after a large, complex region such as EMEA, APJ or similar • Experience running regular reviews, service reviews and executive updates • Hands-on knowledge management, quality assurance, onboarding and enablement experience • Clear, credible communication with executives, and a calm approach with senior customers during critical incidents • Ability to bring together stakeholders with different priorities and reporting lines • Background in enterprise software, SaaS, cybersecurity or cloud is a plus • Experience with CRM, case management, analytics and workforce management tools is a plus

🏖️ 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 • Investment in skills, learning and opportunities • Travel to the Cambridge office and across EMEA and APJ as required

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume