Regional Director, Customer Support, EMEA & APJ

Darktrace is a global AI driven cybersecurity company. This role leads regional customer support for the EMEA and APJ regions, owning leadership of Support Engineers and Managers and driving outcomes across responsiveness, resolution, quality and sentiment.

What you'll do

• Define and execute regional strategy aligned with the global Support vision
• Ensure leadership and capacity across multiple time zones and countries
• Monitor metrics and provide data informed updates to executives
• Improve customer experience by clarifying communication and reducing handoffs
• Lead major incident engagement with customers when needed
• Champion AI adoption in case management and related processes

What they're looking for

• 10+ years in enterprise technical support, customer success or related field
• Experience leading distributed teams across multiple countries and time zones
• Strong data driven approach with metrics to improve outcomes
• Knowledge management, quality assurance and onboarding experience
• Experience introducing AI or automation to support processes
• Excellent executive level communication and stakeholder management

For applicants in Nigeria

• The listing is for remote work with travel to Cambridge and across EMEA APJ; it does not specify Nigeria specific eligibility beyond being remote eligible worldwide
• Timezone expectations are not stated explicitly; confirm during interview
• The listing does not specify contractor vs employee status; confirm during interview
• Pay currency or range is not stated; confirm during interview
• No visa or work authorization details are stated; confirm during interview

Summarized by RemoteWork from the original listing. Always confirm details on the employer's page.

What this listing says it offers, and who each perk covers. Perks limited to US or EU employees often do not reach contractors or people hired through an employer of record, which is how many hires from Nigeria are paid.

Health insurance

Private medical insurance

Private medical insurance for you and dependents

For all team members From this job listing

Mental health support

Employee Assistance Program

Confidential Employee Assistance Program

For all team members From this job listing

Four-day week

25 days holiday

23 days' holiday + public holidays, rising to 25 days after 2 years

For all team members From this job listing

Salary sacrifice pension

Salary sacrifice pension scheme

For all team members From this job listing

Relocation or visa support

Travel and mobility

Travel to Cambridge office and across EMEA and APJ

For all team members From this job listing