Technical Support Manager, EMEA

About the Company

The company behind this role offers a collaborative AI workspace that brings knowledge, projects, meetings, and AI tools into a single environment so teams can work more efficiently and with less friction. Its platform is used by millions of individuals, smaller teams, and large enterprises.

Employees are expected to model the product’s future-facing approach by working with strong craft, building durable solutions, and keeping the belief that great work remains human at the center of how they operate. The broader mission is to help customers spend less time on repetitive busywork and more time on meaningful work.

About the Role

This position is focused on leading technical and general support operations across the EMEA region. The manager will build and guide a team of support specialists, partner with the Head of Support for AMER & EMEA, and work closely with regional CX Support Leads to keep operations aligned. The role also plays an important part in the growth of the CX function in EMEA, including cross-functional initiatives that improve both agent and customer experience. Strong experience with data-driven leadership and managing high-performing enterprise support teams, both technical and non-technical, is important.

Key Responsibilities

• Lead technical, billing, and general support resources across EMEA and ensure performance goals are met.
• Work in close coordination with global Support Leads and User Operations leadership to keep support operations aligned across the company’s CX organization.
• Build strong partnerships with regional Go-To-Market leaders and deliver process enhancements that strengthen cross-functional execution and customer revenue outcomes.
• Review and improve CX workflows and support materials so they fit local needs, cultural differences, and regional priorities.
• Spot opportunities to improve support operations, drive the rollout of needed changes, and partner with User Ops and CX leadership to deliver them.
• Use team and customer data regularly to identify trends and continuously improve the EMEA Direct Support team.
• Prepare and share team reporting, performance metrics, and trend insights with senior leaders in the region and globally.
• Handle customer escalations from the EMEA region end-to-end.
• Provide hands-on support for technical and non-technical tickets when case volume rises.
• Take part in the global on-call rotation for incident coverage.

Required Experience and Skills

• At least 8 years of experience in customer support within a software company.
• At least 2 years of experience managing a high-performing customer support team.
• Strong understanding of product and technical support issues and how to improve the customer experience around them.
• Genuine interest in coaching and developing team members so they can perform at their best.
• A user-first mindset with a focus on resolving problems that improve customers’ day-to-day experience.
• Hands-on knowledge of single sign-on concepts, including OAuth, SAML, and SCIM, along with REST APIs.
• Strong capability in handling customer escalations effectively.
• Solid reporting and data analysis skills.
• Ability to balance user needs with policy requirements and compliance constraints.
• Excellent organization and prioritization skills in a fast-changing environment.
• Experience creating scalable processes that connect go-to-market and technical teams.
• Comfort using AI tools to work more efficiently and improve outcomes, even without being an AI specialist.

Nice-to-Have Experience

• Experience supporting an emerging market or working in an early-stage startup environment.
• Working knowledge of SQL.
• Familiarity with the product or experience using it personally.

Compensation

The estimated base pay for this position is €98,000 to €133,000 per year. Final compensation depends on several factors, including location, scope of the role, and the candidate’s experience and expertise. The overall package may also include equity and benefits.

Equal Opportunity and Accommodations

The employer welcomes applicants from diverse backgrounds and supports equal employment opportunity. Candidates are encouraged to apply even if they do not meet every listed qualification. The company does not discriminate on the basis of legally protected characteristics and considers qualified applicants with arrest or conviction records where permitted by law. Reasonable accommodations are available during the hiring process for applicants who need them, including individuals with disabilities and disabled veterans.

Application and Privacy

By submitting an application, you acknowledge that your information will be collected and processed in line with the company’s global recruiting privacy policy.

AI Approach

The company expects employees to be curious, willing to experiment, and open to using AI as a practical collaborator in their work. Deep AI expertise is not required for every role, but an interest in using AI to think better and work more effectively is valued.