{ “@context”: “http://schema.org”, “@type”: “JobPosting”, “title”: “Customer Support Manager (EMEA)”, “description”: “
Requirements
- Proven experience in Customer Support leadership or senior Product/Technical roles within a high‑tech or SaaS environment
- A strong track record of building, leading, and developing high‑performing teams in a regional or global context
- Solid technical grounding across areas such as security frameworks, network infrastructure, and modern threat landscapes
- Experience driving change, managing performance, and implementing scalable support processes
- Excellent communication and stakeholder‑management skills, with confidence operating at senior‑leader level
What the job involves
- We’re hiring an accomplished Customer Support Manager to lead and elevate our EMEA support organisation. Reporting directly to the VP of Global Customer Support & Operations, this is a high‑impact leadership role where you’ll shape how we deliver world‑class technical support at scale, while coaching and inspiring a talented regional team
- Working closely with global peers and senior stakeholders across the business, you’ll play a pivotal role in driving operational excellence, continuous improvement, and an outstanding customer experience
- Lead, coach, and inspire a high‑performing team of ~20 technical support professionals, fostering growth, engagement, and excellence
- Own regional support operations, ensuring consistent delivery against KPIs, SLAs, and customer satisfaction goals
- Develop talent and performance, identifying growth opportunities and implementing targeted development and improvement plans
- Drive efficiency and scale, embedding robust, repeatable processes and leading change initiatives aligned to global strategy
- Partner closely with the VP of Global Customer Support & Operations, contributing to global planning, priorities, and long‑term support strategy
- Collaborate globally, working with Product Development, Customer Success, and Professional Services to resolve customer challenges and influence product outcomes
- Act as a senior technical escalation point, applying your expertise to solve complex issues and continuously raise support standards
Company: Deepstreamtech
Location: Cambridge
Job Description:
Requirements
- Proven experience in Customer Support leadership or senior Product/Technical roles within a high‑tech or SaaS environment
- A strong track record of building, leading, and developing high‑performing teams in a regional or global context
- Solid technical grounding across areas such as security frameworks, network infrastructure, and modern threat landscapes
- Experience driving change, managing performance, and implementing scalable support processes
- Excellent communication and stakeholder‑management skills, with confidence operating at senior‑leader level
What the job involves
- We’re hiring an accomplished Customer Support Manager to lead and elevate our EMEA support organisation. Reporting directly to the VP of Global Customer Support & Operations, this is a high‑impact leadership role where you’ll shape how we deliver world‑class technical support at scale, while coaching and inspiring a talented regional team
- Working closely with global peers and senior stakeholders across the business, you’ll play a pivotal role in driving operational excellence, continuous improvement, and an outstanding customer experience
- Lead, coach, and inspire a high‑performing team of ~20 technical support professionals, fostering growth, engagement, and excellence
- Own regional support operations, ensuring consistent delivery against KPIs, SLAs, and customer satisfaction goals
- Develop talent and performance, identifying growth opportunities and implementing targeted development and improvement plans
- Drive efficiency and scale, embedding robust, repeatable processes and leading change initiatives aligned to global strategy
- Partner closely with the VP of Global Customer Support & Operations, contributing to global planning, priorities, and long‑term support strategy
- Collaborate globally, working with Product Development, Customer Success, and Professional Services to resolve customer challenges and influence product outcomes
- Act as a senior technical escalation point, applying your expertise to solve complex issues and continuously raise support standards
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Posted: May 18th, 2026