Director, Customer Support; EMEA

1

Password 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 1

Password

At 1

Password, 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 1

Password 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.

• 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.
• 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 1
  
  Password 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.

• Strategy: 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…