This is our first EMEA-based Customer Support management role. You will establish our European support operation while leading a distributed team of approximately seven Level 2 specialists, including our first two European specialists and existing North American team members. You will partner closely with our North American L2 manager to deliver consistent customer support, technical standards, and development opportunities across regions.

The role

You will lead a distributed Level 2 team and establish our EMEA support operation, in close partnership with the North American L2 manager.

• Own triage and cross-regional handoffs, using firsthand case review and clear risk criteria to identify urgent customer issues. Ensure each handoff has a named owner, a clear next action, and an appropriate escalation path.

• Build EMEA onboarding and self-paced training that enable new hires to make progress independently, supported by planned coaching and North American overlap.

• Step into CSM and escalation conversations with enterprise customers, set expectations early, and bring a plan, not just an update.

• Analyze case trends and DSAT to identify recurring customer problems. Bring clear evidence and recommendations to Product and Engineering, agree priorities and ownership, and track follow-through and the impact of resulting changes.

• Use regular coaching and operating reviews to assess individual performance, development, retention and capacity risks, and case trends. Deliver quarterly reporting that explains the findings, actions taken, outcomes, and next priorities.

• Plan regional coverage and balance queue demand, strategic-account commitments, coaching and project work. Anticipate absences and capacity constraints, and maintain clear escalation coverage during EMEA hours.

Within your first 90 days, you will understand each team member's responsibilities and development needs, establish a useful coaching rhythm, implement clear regional handoffs, and deliver an initial process improvement. You will have agreed operating responsibilities with the North American L2 manager and a practical onboarding plan for European specialists.

You’ll work regular daytime hours (9am-5pm) in your hiring location. For the first few weeks, we’ll ask you to adjust your schedule so you can overlap with the North American team while you onboard.

About you

• Technical credibility: Enough depth to triage cases, coach, and make sound decisions, and to know when something belongs beyond L2. SMEs supply deeper expertise where needed. API fluency strongly preferred.

• People leadership: Substantial experience managing experienced technical specialists in complex B2B software support. Run regular, tailored 1:1s with agreed actions and follow-up. Bring concrete examples of people you helped grow and advance.

• Accountability: Set clear expectations, address performance concerns promptly and fairly, and stay accountable for decisions you delegate.

• Independent judgment: Turn ambiguity into clear priorities and practical recommendations. Decide within your remit, raise risks early, and follow through without repeated direction.

• Process ownership: Spot the gap, build the fix, secure adoption, and check it improved the team’s experience and customer outcomes. Experience leading support across regions or operating a follow-the-sun model, with clear ownership of case prioritization, escalations and continuity between shifts. Experience designing or improving these processes is particularly valuable.

• Trust and influence: Earn credibility with veteran specialists and new hires, invite disagreement, and explain your decisions. Resolve competing priorities across Support, Engineering, Product, and CS using data. Give European and North American reports equitable attention and development opportunities.

• Active use of AI and automation to improve analysis, documentation, and workflows. Be ready to show examples, how you checked quality, and the impact.

• Experience at both large enterprises and startups.

• Hands-on experience building reports and working with a customer service platform, such as Zendesk

• Experience with workforce management, such as Assembled

• Experience with QA tooling, such as Intryc

• Experience with ticket escalation software, such as JIRA, Linear or Pluno AI