Customer Support Manager (Cybersecurity)

TL;DR

Customer Support Manager (Cybersecurity): Leading and elevating the EMEA technical support organization to deliver world-class support at scale with an accent on operational excellence and regional team leadership. Focus on driving efficiency through repeatable processes, managing senior technical escalations, and collaborating globally to influence product outcomes.

Location: Hybrid - Cambridge and London, United Kingdom

Company

Global leader in AI for cybersecurity providing a proactive platform to protect organizations from unknown threats.

What you will do

• Lead and coach a high-performing team of approximately 20 technical support professionals, fostering growth and engagement.
• Own regional support operations, ensuring consistent delivery against KPIs, SLAs, and customer satisfaction goals.
• Implement scalable, repeatable processes and lead change initiatives aligned with global strategy.
• Partner with the VP of Global Customer Support & Operations to contribute to long-term support strategy.
• Collaborate with Product Development, Customer Success, and Professional Services to resolve complex customer challenges.
• Act as a senior technical escalation point to solve complex issues and raise support standards.

Requirements

• Proven leadership experience in Customer Support or senior technical roles within a high-tech or SaaS environment.
• Track record of building and developing high-performing teams in a regional or global context.
• Solid technical grounding in security frameworks, network infrastructure, and modern threat landscapes.
• Experience driving change, managing performance, and implementing scalable support processes.
• Excellent communication and stakeholder-management skills for operating at a senior-leader level.
• Must be based in or able to work in a hybrid capacity in Cambridge and London, UK.

Culture & Benefits

• 23 to 25 days of annual leave plus all public holidays and a birthday day off.
• Comprehensive private medical insurance covering employees, partners, and children.
• Life insurance valued at 4 times the base salary.
• Salary sacrifice pension scheme and enhanced family leave.
• Confidential Employee Assistance Program and cycle to work scheme.