Customer Support Manager

🔒 Confidential Employer
Posted 28 April 2026
LOCATION
Cambridge
TYPE
Full-time
LEVEL
Mid-Senior level
CATEGORY
Customer Service
This employer holds a UK Home Office sponsor license — sponsorship for this specific role is at the employer’s discretion

SKILLS

Customer Support leadership Product/Technical roles SaaS environment building and leading teams security frameworks network infrastructure threat landscapes stakeholder management

FULL DESCRIPTION

Customer Support Manager

Company: [Employer hidden — view at passion-project.co.uk]

Location: Cambridge, EMEA

Work Type: Hybrid (2-3 days a week in office)

Experience Level: Mid and Senior level

Job Type: Full-time

Salary: Salary not provided

Who you are

  • Proven experience in Customer Support leadership or senior Product/Technical roles within a high‑tech or SaaS environment
  • A strong track record of building, leading, and developing high‑performing teams in a regional or global context
  • Solid technical grounding across areas such as security frameworks, network infrastructure, and modern threat landscapes
  • Experience driving change, managing performance, and implementing scalable support processes
  • Excellent communication and stakeholder‑management skills, with confidence operating at senior‑leader level

What the job involves

We’re hiring an accomplished Customer Support Manager to lead and elevate our EMEA support organisation. Reporting directly to the VP of Global Customer Support & Operations, this is a high‑impact leadership role where you’ll shape how we deliver world‑class technical support at scale, while coaching and inspiring a talented regional team

  • Working closely with global peers and senior stakeholders across the business, you’ll play a pivotal role in driving operational excellence, continuous improvement, and an outstanding customer experience
  • Lead, coach, and inspire a high‑performing team of ~20 technical support professionals, fostering growth, engagement, and excellence
  • Own regional support operations, ensuring consistent delivery against KPIs, SLAs, and customer satisfaction goals
  • Develop talent and performance, identifying growth opportunities and implementing targeted development and improvement plans
  • Drive efficiency and scale, embedding robust, repeatable processes and leading change initiatives aligned to global strategy
  • Partner closely with the VP of Global Customer Support & Operations, contributing to global planning, priorities, and long‑term support strategy
  • Collaborate globally, working with Product Development, Customer Success, and Professional Services to resolve customer challenges and influence product outcomes
  • Act as a senior technical escalation point, applying your expertise to solve complex issues and continuously raise support standards

Application Instructions

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