Director, Customer Support – EMEA
The Director, Customer Support – EMEA leads a high-performing team of support engineers dedicated to strategic accounts across the EMEA region. This role ensures customer success by delivering world-class support operations, fostering trusted executive relationships, and aligning with cross-functional leaders to drive retention, adoption, and satisfaction. The Director will oversee regional workload planning, manage cultural and language diversity, and ensure smooth collaboration with the global support organization to provide seamless 24x7 coverage.
Strategic Account Support * Lead and mentor a team of engineers supporting high-value and strategic customers across EMEA. * Ensure delivery of premium, region-tailored support experiences aligned to diverse customer needs across multiple industries and geographies.
Executive Relationship Management * Build and strengthen relationships with executives and key stakeholders in strategic EMEA accounts. * Act as a trusted advisor and escalation point for critical regional issues and executive-level escalations.
Regional Operational Excellence * Manage workload distribution across EMEA time zones, ensuring coverage during public holidays and team long-leave periods with minimal business impact. * Anticipate seasonal and regional demand spikes (summer holidays, local working norms) and proactively adjust support coverage. * Define and monitor operational KPIs such as CSAT, SLA adherence, backlog management, and resolution times.
Cross-Functional Collaboration * Partner with Sales, Customer Success, Product, and Engineering teams to address customer needs and feed regional insights into global strategies. * Represent regional customer voice to influence product roadmaps, service offerings, and support policies.
Global Alignment * Collaborate with the broader Global Support Leadership to ensure consistent standards while accounting for EMEA-specific dynamics. * Drive alignment on coverage models, escalation governance, and knowledge-sharing across regions.
Escalation & Crisis Management * Manage complex customer escalations within EMEA, including those requiring coordination with regional legal, compliance, and data privacy frameworks (GDPR). * Ensure timely communication and alignment with executive sponsors during high-pressure scenarios.
People Leadership & Development * Recruit, coach, and develop EMEA support managers and engineers, with a focus on multicultural team capabilities. * Foster a culture of accountability, empathy, and continuous improvement.
Reporting & Governance * Provide transparent updates to regional and global leadership on customer health, escalation trends, and team performance. * Establish governance frameworks for execution of initiatives, with weekly cadence updates and measurable outcomes.
This is a Full-Time, hybrid position based in Warsaw or Kraków.
WHAT YOU BRING:
- Regional Expertise: Deep understanding of EMEA-specific business culture, customer expectations, public holiday planning, and regulatory landscape (including GDPR).
- Proven Leadership: 10+ years in technical support leadership roles, with at least 5+ years managing teams in EMEA across multiple geographies.
- Customer Executive Engagement: Strong experience building and managing C-level and VP-level relationships across diverse EMEA markets.
- Operational Expertise: Skilled in workload planning, business continuity, and governance at a regional scale.
- Escalation Management: Demonstrated ability to lead through complex escalations, balancing global processes with EMEA-specific customer needs.
- Strategic Thinking: Ability to align support delivery with customer business priorities, driving retention and long-term success.
- Collaboration: Track record of working closely with Product, Engineering, Sales, and Customer Success teams to enhance customer outcomes.
- Metrics & Analytics: Data-driven mindset with experience managing KPIs such as CSAT, SLA, and resolution metrics across regional markets.
- People Development: Passion for nurturing diverse talent, promoting career growth, and building multilingual, multicultural teams.
- Education: Bachelor’s degree in Computer Science, Information Systems, or related field; advanced degree or relevant certifications (ITIL, PMP, or SaaS Customer Success certifications) are a plus.
