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. Breakthrough innovations from our R&D teams have resulted in over 200 patent applications filed. Darktrace’s platform and services are supported by over 2,400 employees around the world. To learn more, visit http://www.darktrace.com.
Job Description:
Key Responsibilities & DeliverablesOperational Management
- Oversee day-to-day operations of the regional support team, ensuring KPI delivery across the diverse product suite. Balance ensuring a globally consistent and scalable approach to support with regional customisation to ensure success in the market where needed.
- Implement and monitor KPIs such as CSAT, Time to Close (TTC), First Response Time, and Escalation Rates, ensuring data-driven decision-making.
- Drive continuous improvement through existing and future team performance and quality frameworks, leveraging analytics and benchmarking to identify gaps and optimise processes.
Team Development & Leadership
- Build and lead high-performing regional teams, including recruitment, onboarding, and career development initiatives, and measure and track employee attrition as a success measure.
- Foster a culture of accountability, collaboration, and innovation across diverse teams.
- Conduct regular performance reviews, succession planning, and leadership coaching to ensure organisational resilience.
- Lead the regional team through periods of transformation and growth, ensuring employees are supported, informed, and empowered as the business evolves.
Strategic Leadership
- Develop and execute regional support strategies aligned with global objectives and growth targets.
- Collaborate with other leaders both within Support and across Customer Experience on transformation initiatives to scale support operations, including partner-led support, automation, self-service, and AI-driven support tools.
- Represent the voice of the customer in regional and global leadership forums, influencing product roadmaps and service enhancements.
- Maintain readiness to contribute to global strategic planning and decision-making when required.
Customer Experience & Escalation Management
- Own regional escalation visibility to the GTM team, ensuring timely and effective resolution of high-impact issues. Help to organise and participate in on-shift and on-call rotas as required to ensure engineer and leadership coverage.
- Provide monthly reporting on regional support performance, highlighting trends and improvement opportunities.
- Champion proactive support models, predictive analytics, and customer engagement strategies to reduce churn and enhance loyalty.
Cross-Functional Collaboration
- Partner with Product, Engineering, and Customer Success to align support capabilities with evolving customer needs and product changes.
- Collaborate with HR, Finance, and Legal on workforce planning, budgeting, and compliance matters.
- Lead regional communications and change management efforts, ensuring alignment with global initiatives.
Required Experience
- 10+ years in customer support leadership roles, ideally in high-growth B2B SaaS or technology environments.
- Proven success in scaling support operations across multiple regions or business units.
- Strong understanding of support metrics, tooling (e.g., Salesforce, Gainsight), automation strategies, and AI-driven solutions.
- Experience managing teams at scale, including remote and multilingual support functions.
- Ability to operate effectively at an executive level, influencing global priorities and contributing to strategic decisions.
Preferred Experience
- Leadership experience in companies undergoing significant multi-year growth and operational scale-up.
- Familiarity with global support models, including follow-the-sun and tiered support structures.
- Experience with crisis management, service continuity planning, and partner support models.
- Experience with theatre-level support opportunities and challenges, including cultural requirements and language needs, and time zone coverage.
Benefits:
100% medical, dental and vision insurance, plus dependents
Paid parental leave
Pet insurance Discount
Life insurance
Commuter benefits
401(k)
Employee Assistance Program
Top Skills
What We Do
Darktrace, a global leader in cyber security AI, delivers world-class technology that protects over 5,500 customers worldwide from advanced threats, including ransomware and cloud and SaaS attacks. The company’s fundamentally different approach applies Self-Learning AI to enable machines to understand the business in order to autonomously defend it. Headquartered in Cambridge, UK, the company has 1,500 employees and over 30 offices worldwide. Darktrace was named one of TIME magazine’s ‘Most Influential Companies’ for 2021.
