Regional Director, Customer Support

Job description

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:

Operational 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.