1Password is hiring a Director, Customer Support (EMEA)

1Password is experiencing rapid expansion. We've exceeded $400M in Annual Recurring Revenue and continue accelerating, securing a Forbes Cloud 100 position for four consecutive years and partnering with prestigious organizations like Oracle Red Bull Racing and the Utah Mammoth. About 1Password At 1Password, we're constructing the groundwork for a secure, efficient digital landscape. Our objective is to unleash workforce productivity without compromising security by guaranteeing authentic identities, secure application access, and trusted devices. We revolutionized the enterprise password management market and pioneered Extended Access Management, a novel cybersecurity category designed for contemporary work dynamics involving humans and AI agents. As a highly regarded cybersecurity brand, we adopt a human-centric approach across product strategy and user experience. Over 180,000 businesses, ranging from Fortune 100 leaders to groundbreaking AI companies, rely on 1Password to help their teams securely adopt essential SaaS and AI tools. We're seeking individuals passionate about contributing to digital safety, collaborating with curious and driven professionals, and solving complex challenges in a dynamic environment. Join us in shaping a safer, more streamlined digital future. In our Customer Experience department, the Director, Customer Support – EMEA will supervise and manage Service and Technical Support teams across the EMEA region, driving operational excellence and customer satisfaction. This leadership role will establish and execute the regional support strategy, ensuring exceptional service delivery and a unified, scalable model aligned with global Customer Support objectives. The director will manage regional performance, customer engagement, and cross-functional collaboration with key stakeholders like Customer Success, Product, and Go-to-Market teams to guarantee a seamless customer journey throughout the EMEA market. Additionally, they will serve as the primary advocate for regional requirements, collaborating closely with global support leadership and regional peers to harmonize standards, best practices, and shared goals that enable world-class support delivery. This is a remote opportunity within the UK and the Netherlands. What we're seeking: - Minimum 8–10 years leading regional or large-scale customer support organizations, including technical and service functions, preferably in SaaS or technology environments - Proven success managing geographically distributed teams across multiple markets or time zones - Comprehensive understanding of EMEA market landscape, customer expectations, and business culture - Demonstrated experience defining and executing operational strategies balancing global consistency with regional customization - Exceptional leadership, communication, and collaboration skills capable of influencing across functional and cultural boundaries - Expertise in support process optimization, escalation management, and workforce planning - Experience collaborating with cross-functional teams to drive unified outcomes - Data-driven decision-maker with a track record of achieving operational KPIs and customer satisfaction goals - Deep understanding of SaaS support environments, including incident management and technical troubleshooting - Occasional representation of 1Password at industry events or team off-sites - Preferred: ITIL, Lean, or Six Sigma certification and multilingual proficiency in EMEA languages What you can expect: - Strategy: Develop and implement a regional Customer Support strategy for EMEA aligned with global support vision while addressing unique market dynamics - Regional Leadership: Lead, mentor, and develop Service and Technical Support teams across EMEA, fostering a high-performing, inclusive culture - Market Ownership: Serve as operational and strategic owner for customer support activities in EMEA, ensuring high-quality service delivery - Collaboration: Partner with cross-functional leaders to align customer support efforts with broader business initiatives - Delivery Excellence: Oversee regional team performance, ensuring consistent SLA and KPI achievement - Global Partnership: Collaborate with regional Directors and global leadership to share best practices and enhance worldwide Customer Support organization - Escalation Management: Primary regional contact for high-impact customer issues, driving effective resolution strategies - Continuous Improvement: Identify opportunities for efficiency, automation, and innovation in support operations - Metrics/KPIs: Define and monitor performance metrics, regularly reporting to global leadership (Continued in next response due to character limit)