Regional Senior Director, Customer Support – EMEA & APJ (AI Cybersecurity)

Location: United Kingdom (Remote); travel to the Cambridge office and across EMEA and APJ as needed.

Company

hirify.global develops AI-driven cybersecurity solutions that detect and respond to novel, real-time cyber threats.

What you will do

• Set regional Support strategy across EMEA and APJ in line with the global Support vision.
• Lead regional Support outcomes, including response and resolution times, backlog, case aging, quality, escalations and customer sentiment.
• Improve customer communication, reduce effort and handoffs, and manage major incidents and long-running cases.
• Scale responsible AI use in case management, knowledge, troubleshooting and quality workflows.
• Develop knowledge management, quality assurance, onboarding, learning, career paths and succession planning.
• Partner with Product, Engineering, Customer Success, Sales, Renewals and Professional Services on escalations, retention, workforce plans and scalable processes.

Requirements

• Experience leading and developing managers and senior leaders across distributed teams, countries, cultures and time zones, including succession planning.
• Experience defining metrics, analyzing quality, knowledge and case data, and improving customer outcomes and team proficiency.
• Experience improving response and resolution times, case aging, backlog, quality, escalations and customer satisfaction through measurable process improvements.
• Experience introducing AI, automation or intelligent workflows into Support or another customer-facing team with measurable productivity, efficiency or quality gains.
• Experience creating career frameworks, role definitions, competencies, promotion criteria, and technical and leadership paths.
• Ideally 10+ years in enterprise technical support, customer success, service delivery or a related post-sales function.
• Experience managing 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 executive communication and a calm approach with senior customers during critical incidents.
• Ability to align stakeholders with different priorities and reporting lines.

Nice to have

• Background in enterprise software, SaaS, cybersecurity or cloud.
• Experience with CRM, case management, analytics and workforce management tools.

Culture & Benefits

• Remote and flexible work with travel to the Cambridge office and across EMEA and APJ.
• 23 days’ holiday plus public holidays, increasing to 25 days after two years, and an additional birthday day off.
• Private medical insurance for the employee, cohabiting partner and children.
• Life insurance equal to four times base salary, salary sacrifice pension and enhanced family leave.
• Confidential Employee Assistance Program and cycle-to-work scheme.
• Culture focused on ownership, collaboration, high standards, urgency, learning and accountability.