At a Glance
- Tasks: Lead and inspire a high-performing customer support team to deliver world-class service.
- Company: Join Darktrace, a global leader in AI cybersecurity, protecting organisations worldwide.
- Benefits: Enjoy generous holiday, private medical insurance, and a supportive work environment.
- Other info: Hybrid working model with excellent career growth opportunities.
- Why this job: Make a real impact in cybersecurity while developing your leadership skills.
- Qualifications: Experience in customer support leadership and strong technical knowledge required.
The predicted salary is between 60000 - 80000 £ per year.
Darktrace is a global leader in AI for cybersecurity that keeps organizations ahead of the changing threat landscape every day. Founded in 2013, Darktrace provides the essential cybersecurity platform protecting nearly 10,000 organizations from unknown threats using its proprietary AI. The Darktrace Active AI Security Platform™ delivers a proactive approach to cyber resilience to secure the business across the entire digital estate – from network to cloud to email.
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.
Hybrid - Cambridge (2–3 days per week in office)
What you’ll be doing:
- 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.
What you’ll bring:
- 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.
Benefits:
- 23 days’ holiday + all public holidays, rising to 25 days after 2 years of service.
- Additional day off for your birthday.
- Private medical insurance which covers you, your cohabiting partner and children.
- Life insurance of 4 times your base salary.
- Salary sacrifice pension scheme.
- Enhanced family leave.
- Confidential Employee Assistance Program.
- Cycle to work scheme.
Customer Support Manager (EMEA) employer: Darktrace
Darktrace is an exceptional employer that champions innovation and employee growth within the dynamic field of AI cybersecurity. With a hybrid work model based in Cambridge, employees benefit from a supportive culture that prioritises professional development, competitive benefits including private medical insurance and enhanced family leave, and the opportunity to lead a high-performing team in a rapidly evolving industry. Join us to make a meaningful impact while enjoying a collaborative environment that values your contributions and fosters career advancement.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Support Manager (EMEA)
✨Tip Number 1
Network like a pro! Reach out to current employees at Darktrace on LinkedIn or other platforms. Ask them about their experiences and any tips they might have for landing the Customer Support Manager role. Personal connections can give you insights that job descriptions just can't.
✨Tip Number 2
Prepare for the interview by diving deep into Darktrace's products and services. Understand their AI-driven approach to cybersecurity and think about how your experience aligns with their mission. This will show you're genuinely interested and ready to contribute to their success.
✨Tip Number 3
Practice your leadership stories! Be ready to share specific examples of how you've led teams, driven change, and improved customer satisfaction in previous roles. Use the STAR method (Situation, Task, Action, Result) to structure your responses clearly.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re serious about joining the Darktrace team and contributing to their innovative work in cybersecurity.
We think you need these skills to ace Customer Support Manager (EMEA)
Some tips for your application 🫡
Tailor Your CV:Make sure your CV speaks directly to the role of Customer Support Manager. Highlight your leadership experience and any relevant technical skills that align with Darktrace's focus on cybersecurity.
Craft a Compelling Cover Letter:Use your cover letter to tell us why you're passionate about customer support and how you can elevate our EMEA support organisation. Share specific examples of how you've driven operational excellence in previous roles.
Showcase Your Team Leadership Skills:We want to see how you've built and inspired high-performing teams. Include details about your coaching style and any successful development plans you've implemented for your team members.
Apply Through Our Website:For the best chance of success, make sure to apply through our website. This way, your application will go straight to us, and we can get to know you better!
How to prepare for a job interview at Darktrace
✨Know Your Stuff
Make sure you brush up on your knowledge of cybersecurity, especially around AI and threat landscapes. Darktrace is all about cutting-edge tech, so being able to discuss relevant frameworks and your experience in high-tech environments will show you're the right fit.
✨Showcase Your Leadership Skills
As a Customer Support Manager, you'll need to lead a team effectively. Prepare examples of how you've inspired and developed teams in the past. Think about specific situations where you drove performance or implemented successful change initiatives.
✨Understand Their Goals
Familiarise yourself with Darktrace's mission and values. Be ready to discuss how you can contribute to their goals, particularly in driving operational excellence and enhancing customer satisfaction. This shows that you're not just looking for any job, but that you're genuinely interested in their success.
✨Practice Your Communication
Since you'll be working closely with senior stakeholders, practice articulating your thoughts clearly and confidently. Prepare to discuss how you've managed relationships at a senior level and resolved complex issues, as this will be crucial in your role.
