Manager, Customer Service, EMEA, Audit & Assurance

Overview

As Manager Customer Service EMEA, you will lead a high-performing, cross-region support team from London, aligning regional strategy with global objectives. You’ll drive proactive support, optimize SLA performance, and elevate the customer experience for key accounts. You’ll collaborate with US and APAC teams to share best practices and push global service improvements, leveraging data analytics to inform decisions. This role offers impact across a global tech-driven organization and exposure to senior client relationships in a hybrid setup.

Responsibilities

• Define and execute the EMEA support strategy, including partner oversight and alignment with global objectives
• Lead, coach and develop a technical support team to high performance
• Drive case deflection and real-time customer response using advanced digital technologies
• Oversee front-line operations, senior leads, and partner networks to meet SLAs
• Monitor, report on KPIs, trends and customer insights to Global Support Director
• Implement and maintain support policies, procedures and tools to ensure quality
• Act as primary escalation point for EMEA issues and manage swift resolutions
• Champion white-glove service for gold-tier accounts and manage client relationships
• Represent the support function at client-facing events and conferences
• Collaborate with US and APAC regional leads to share best practices and drive global improvements
• Support strategic initiatives and roadmap projects led by the Global Support Director
• Enhance internal reporting, analytics and productivity using Power BI and Tableau

Key requirements

• Proven experience leading technical support teams and meeting SLA targets
• Strong IT infrastructure background (networks, security, databases, web servers, Windows OS)
• Track record in performance management and team development
• Skilled in managing escalations and building relationships with blue-chip clients
• Proficient in data analytics and reporting tools (Power BI, Tableau)
• Familiarity with AI technologies
• Desirable: knowledge of IT security and cloud applications
• Desirable: fluency in German or French

• strong leadership and decision-making
• excellent communication and presentation
• strategic thinking and continuous improvement
• Power BI
• Tableau
• IT infrastructure knowledge (networks, security, databases, web servers, Windows OS)

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