Manager, Customer Service, EMEA, Audit & Assurance

Location: Hybrid in London, United Kingdom, with two days at the office per week

Company

Provides software and information solutions for leading professional organizations worldwide.

What you will do

• Define and execute the EMEA customer support strategy in alignment with global objectives.
• Lead, coach, and develop a technical support team of eight professionals.
• Oversee frontline support operations, senior leads, and partner networks to meet SLA targets.
• Manage escalations, service reviews, and white-glove support for blue-chip and gold-tier accounts.
• Monitor operational metrics, customer insights, reporting, and productivity processes.
• Collaborate with US and APAC regional leads on service improvements and strategic initiatives.

Requirements

• Proven experience managing technical support teams and achieving SLA targets.
• Strong knowledge of IT infrastructure, including networks, security, databases, web servers, and Windows OS.
• Experience in performance management, team development, escalation management, and enterprise client relationships.
• Proficiency with data analytics and reporting tools such as Power BI and Tableau.
• Familiarity with AI technologies and strong leadership, communication, and presentation skills.
• Bachelor’s degree and ITIL or equivalent certification are preferred but not required.

Nice to have

• Knowledge of IT security and cloud applications.
• Fluency in German or French.

Culture & Benefits

• Hybrid work setup with regular office presence in London.
• Opportunity to work with regional teams across EMEA, the US, and APAC.
• Participation in client-facing events and conferences.
• Focus on innovation, continuous improvement, and customer-focused service.

Hiring process

• Interviews include in-person participation and may require onsite attendance at a hirify.global office.
• AI tools and third-party assistance are not permitted during interviews; violations may result in disqualification.