[Remote] Director, Customer Support (EMEA) at 1Password

United Kingdom

Apply Now

Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Cybersecurity, Technology, SaaSIndustries

Requirements

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

Responsibilities

Lead and oversee both the Service and Technical Support teams within the EMEA region, driving operational excellence and customer satisfaction
Define and execute the regional support strategy, ensuring exceptional service delivery and a unified, scalable model that aligns with global Customer Support objectives
Manage 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
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
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

Skills

Key technologies and capabilities for this role

Customer Support LeadershipService OperationsTechnical SupportCustomer SatisfactionStrategic PlanningCross-Functional CollaborationPerformance ManagementTeam LeadershipEMEA OperationsScalable Support Models

Questions & Answers

Common questions about this position

Is this a remote position?

Yes, this is a remote opportunity within the UK and the Netherlands.

What experience is required for this role?

A 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 is required. Candidates need demonstrated success in managing geographically distributed teams across multiple markets or time zones, and a strong understanding of the EMEA market landscape.

What salary or compensation does this position offer?

This information is not specified in the job description.

What is the company culture like at 1Password?

1Password features a fast-paced, dynamic environment with curious, driven individuals solving hard problems. They emphasize a human-centric approach in product strategy and user experience.

What makes a strong candidate for this Director role?

Strong candidates will have proven experience in defining and executing operational strategies that balance global consistency with regional customization, along with exceptional leadership, communication, and collaboration skills.

1Password

Password management and secure access solution

About 1Password

1Password provides a password management and secure access solution that helps businesses manage and protect their sensitive information. The platform allows employees to securely access applications and share important data like logins and documents while keeping other information private. It operates on a subscription model, offering various plans to meet the needs of different organizations. 1Password integrates with existing identity and access management systems such as Azure AD and Okta, enabling automatic employee provisioning and enhancing security without disrupting workflow. The goal of 1Password is to help businesses improve their cybersecurity measures while ensuring ease of use and maintaining productivity.

Toronto, CanadaHeadquarters

2005Year Founded

$894.9MTotal Funding

SERIES_CCompany Stage

Enterprise Software, CybersecurityIndustries

1,001-5,000Employees

Benefits

👶 Maternity and parental leave top up programs

👟 Wellness spending account

🏝 Generous PTO policy

💖 Company-wide wellness days off scheduled throughout the year

🧠 Complimentary Headspace membership

🩺 Comprehensive health coverage

📈 Employee stock option program for all full time employees

💸 Retirement matching program

💡 Training budget, 1Password University access, and learning sessions

🔑 Free 1Password account (and friends and family discount!)

🤝 Paid volunteer days

🌎 Employee-led DEI&B programs and ERGs

🏠 Fully remote environment

🏆 Peer-to-peer recognition through Bonusly

Risks

Emerging competitors offer similar features at lower prices, threatening market share.

Potential IPO delays could impact financial strategy and growth plans.

Integration challenges with Trelica may lead to operational inefficiencies.

Differentiation

1Password offers AES 256-bit encryption for secure password management.

The platform integrates seamlessly with IAM systems like Azure AD and Okta.

1Password provides customizable search and organization features for user convenience.

Upsides

Growing demand for passwordless authentication boosts 1Password's innovation opportunities.

Partnerships with Microsoft and Google expand 1Password's market reach.

Remote work trends increase the need for secure access management tools.

Land your dream remote job 3x faster with AI

Try Jobo Free