Director, Customer Support (EMEA)

1Password is growing faster than ever. We’ve surpassed $400M in ARR and we’re continuing to accelerate, earning a spot on the Forbes Cloud 100 for four years in a row and teaming up with iconic partners like Oracle Red Bull Racing and the Utah Mammoth.About 1PasswordAt 1Password, we’re building the foundation for a safe, productive digital future. Our mission is to unleash employee productivity without compromising security by ensuring every identity is authentic, every application sign-in is secure, and every device is trusted. We innovated the market-leading enterprise password manager and pioneered Extended Access Management, a new cybersecurity category built for the way people and AI agents work today. As one of the most loved brands in cybersecurity, we take a human-centric approach in everything from product strategy to user experience. Over 180,000 businesses, from Fortune 100 leaders to the world’s most innovative AI companies, trust 1Password to help their teams securely adopt the SaaS and AI tools they need to do their best work.If you're excited about the opportunity to contribute to the digital safety of millions, to work alongside a team of curious, driven individuals, and to solve hard problems in a fast-paced, dynamic environment, then we want to hear from you. Come join us and help shape a safer, simpler digital future.In our Customer Experience department, the Director, Customer Support – EMEA will lead and oversee both the Service and Technical Support teams within the EMEA region, driving operational excellence and customer satisfaction. This leader will define and execute the regional support strategy, ensuring exceptional service delivery and a unified, scalable model that aligns with global Customer Support objectives. They will be responsible for regional performance, customer engagement, and cross-functional collaboration with key stakeholders such as Customer Success, Product, and GTM to ensure a cohesive and seamless customer journey across the EMEA market. The Director will also act as the primary advocate for regional needs, working closely with global support leadership and peers across other regions to align on standards, best practices, and shared objectives that drive world-class support delivery.This is a remote opportunity within the UK and the Netherlands.What We're Looking ForA minimum of 8–10 years of experience leading regional or large-scale customer support organizations, including both technical and service functions, ideally in a SaaS or technology environment.Demonstrated success in managing geographically distributed teams across multiple markets or time zones.Strong understanding of the EMEA market landscape, customer expectations, and business culture.Proven experience in defining and executing operational strategies that balance global consistency with regional customization.Exceptional leadership, communication, and collaboration skills with the ability to influence across functional and cultural boundaries.Expertise in support process optimization, escalation management, and workforce planning.Experience collaborating with cross-functional teams, including Sales, Customer Success, Marketing, and Product, to drive unified outcomes.Data-driven decision-maker with a track record of achieving operational KPIs and customer satisfaction goals.Deep understanding of SaaS support environments, including incident management and technical troubleshooting.Occasionally represent 1Password at industry events or team off-sites (some travel may be required).Preferred: Certification in ITIL, Lean, or Six Sigma, and proficiency in multiple languages spoken within EMEA is an asset.What You Can ExpectStrategy: Develop and implement a regional Customer Support strategy for EMEA that aligns with the global support vision while addressing unique market dynamics, customer expectations, and business goals. Ensure EMEA’s time zone coverage and operational readiness are optimized to provide consistent, high-quality support to customers throughout their business day.Regional Leadership: Lead, mentor, and develop both Service and Technical Support teams across the EMEA region. Foster a high-performing, inclusive, and collaborative culture that empowers teams to deliver exceptional customer experiences. Champion talent development and accountability within the region to ensure deep expertise, responsiveness, and operational agility.Market Ownership: Serve as the operational and strategic owner for all customer support activities in the EMEA region. Ensure that service delivery, technical support, and customer interactions reflect the highest standards of quality and responsiveness. Own EMEA coverage planning, ensuring customers receive timely and consistent support within their time zone.Collaboration: Partner with cross-functional leaders in EMEA, across Customer Success, GTM, Product and Engineering to align customer support efforts with broader business initiatives, ensuring a consistent and seamless customer journey.Delivery Excellence: Oversee day-to-day performance across regional teams to ensure SLAs and KPIs are consistently met or exceeded. Continuously assess and enhance support delivery processes, workforce planning, and staffing models to meet regional growth and evolving customer needs.Global Partnership: Collaborate with fellow regional Directors and global leadership to share best practices, harmonize processes, and contribute to the overall maturity of the worldwide Customer Support organization.Escalation Management: Act as the primary regional point of contact for high-impact or escalated customer issues. Drive timely, transparent, and effective resolution strategies that reinforce customer trust and loyalty.Continuous Improvement: Identify opportunities for efficiency, automation, and innovation within the region’s support operations. Champion initiatives that enhance the team’s effectiveness and the customer experience.Metrics/KPIs: Define and monitor performance metrics for regional teams. Report regularly on performance, customer satisfaction, and improvement initiatives to global leadership.Our culture At 1Password, we prioritize collaboration, clear and transparent communication, receptiveness to feedback, and alignment with our core values: keep it simple, lead with honesty, and put people first.You’ll be part of a team that challenges the status quo, and is excited to experiment and iterate in search of the best solution. That said, 1Password is not for everyone. Our work is demanding, we strive for excellence, and the pace is fast. We need people who are keen to take on challenging problems, who seek feedback to grow, and who are driven to make an impact. If you're looking for a place where you can settle into a comfortable routine, this might not be the right fit for you. We’re looking for individuals who are proven experts in their fields, as well as those who are highly adaptable, can thrive in ambiguity and through change, are curious, and above all deliver results.We are committed to leveraging cutting-edge technology—including AI—to achieve our mission. We also understand that thinking critically about AI in its current forms will help us create better solutions for our customers and ourselves with its future forms, which will help us continue to close the gap between security and privacy and achieve our mission. We want team members at all levels to take the approach of actively learning AI best practices, identifying opportunities to apply AI in meaningful ways, and driving innovative solutions in their daily work. Embracing the future of AI isn't just encouraged at 1Password—it's an essential part of how we will be successful at 1Password.Our approach to workWe recognize the power of both in person collaboration and remote work. Some roles are designated as remote-first, with an expectation that individuals work from their homes majority of the time, while others are designated as in-office roles, with an expectation of being on-site on a regular basis. We recognize that certain roles benefit from regular, in-person connection to support collaboration, team cohesion, and customer engagement.For all roles, occasional travel may be required. This includes things like: department-wide offsites, quarterly department meetings and periodic customer events. These events are typically held in varying locations across Canada, USA and/or EMEA. In leadership roles, you can expect to travel once per month on average.Note: All go-to market roles will have an in-person onboarding in Toronto.What We OfferWe believe in working hard, and rewarding that hard work through our benefits. While not an exhaustive list, here is a glance at what we currently offer:Health and wellbeing👶 Maternity and parental leave top-up programs🩺 Competitive health benefits🏝 Generous PTO policy Growth and future 📈 RSU program for most employees💸 Retirement matching program🔑 Free 1Password accountCommunity 🤝 Paid volunteer days🏆 Peer-to-peer recognition through Bonusly🌎 Remote-first work environmentSome roles in our GTM team are currently being hired for in-person hybrid work in Toronto and Austin. These roles will specify on the posting.You belong here.1Password is proud to be an equal opportunity employer. We are committed to fostering an inclusive, diverse and equitable workplace that is built on trust, support and respect. We welcome all individuals and do not discriminate on the basis of gender identity and expression, race, ethnicity, disability, sexual orientation, colour, religion, creed, gender, national origin, age, marital status, pregnancy, sex, citizenship, education, languages spoken or veteran status. Be yourself, find your people and share the things you love.Accommodation is available upon request at any point during our recruitment process. If you require an accommodation, please speak to your talent acquisition partner or email us at nextbit@agilebits.com and we’ll work to meet your needs.Remote work is a part of our DNA. Given that our company was founded remotely in 2005, we can safely say we're experts at building remote culture. That said, remote work at 1Password does mean working from your home country. If you've got questions or concerns about this, your talent partner would be happy to address them with you.Successful applicants will be required to complete a background check that may consist of prior employment verification, reference checks, education confirmation, criminal background, publicly available social media, credit history, or other information, as permitted by local law.1Password uses artificial intelligence (AI) and machine learning (ML) technologies, including natural language processing and predictive analytics, to assist in the initial screening of employment applications and improve our recruitment process. See here for the latest third party bias audit information. If you prefer not to have your application assessed using AI/ML features, you may opt out by completing this form. For additional information see our Candidate Privacy Notice.