At a Glance
- Tasks: Lead and inspire a high-performing customer support team while driving operational excellence.
- Company: Join Darktrace, a global leader in AI cybersecurity with a dynamic culture.
- Benefits: Enjoy 23 days holiday, private medical insurance, and enhanced family leave.
- Other info: Hybrid role based in Cambridge and London 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.
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) in London employer: Darktrace
Darktrace is an exceptional employer that champions innovation and employee growth within the dynamic field of AI cybersecurity. With a strong focus on fostering a collaborative and high-performing work culture, employees benefit from comprehensive support, including generous holiday allowances, private medical insurance, and tailored development opportunities. Located in the vibrant hubs of Cambridge and London, Darktrace offers a unique environment where talent thrives, making it an ideal place for those seeking meaningful and rewarding careers.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Support Manager (EMEA) in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Darktrace. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Darktrace before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Support Manager (EMEA) in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Darktrace:Your cover letter is your chance to shine! Tell us why you want to work at Darktrace specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Darktrace!
How to prepare for a job interview at Darktrace
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
