Manager, Instructor - Led Training providing guidance and support for quality training delivery. Leading a dynamic team and driving continuous improvement in health and safety education.
About the role
- Regional Support Manager leading a team of support engineers in a global SaaS company. Focused on ensuring excellent customer service and operational efficiency in EMEA region.
Responsibilities
- Lead and develop a regional team of five dedicated support engineers, including recruitment, onboarding, 1:1s, performance reviews, and team development.
- Manage daily operations and ensure effective handling of all customer support requests within agreed response and resolution time SLAs.
- Act as the primary point of escalation for critical incidents and coordinate resolution across departments.
- Handle complex or high-priority support cases personally to maintain strong technical insight and customer understanding.
- Drive a customer-centric mindset and ensure consistent, high-quality support experience across the region.
- Collaborate with Product, Engineering, Operations, Service Management, and Customer Success to resolve issues and improve workflows.
- Monitor and report on operational KPIs such as resolution time, backlog, customer satisfaction, and team engagement.
- Apply ITIL practices to ensure structure and service quality, while leveraging a DevOps mindset appropriate for Secomea’s SaaS environment.
- Contribute to automation, documentation, and process maturity efforts to strengthen efficiency and scalability.
- Represent the EMEA support team within the global support organization, ensuring alignment on tools, processes, and service standards.
Requirements
- 5+ years of experience in technical or customer support, with at least 3 years in a managerial role with support focus.
- Proven experience leading technical teams and improving service delivery and customer satisfaction.
- Strong technical understanding of IT support environments supporting OT/IoT, remote access, and SaaS solutions.
- Experienced in handling complex and escalated support cases.
- Good understanding of ITIL-based service frameworks and support best practices.
- Familiar with DevOps culture and collaboration principles.
- Experience with ITSM platforms (preferably ServiceNow).
- Excellent communication and stakeholder management skills.
- Bachelor’s degree or equivalent in IT, Engineering, or Management – ideally combined with leadership training (e.g., Akademie in Management) or equivalent experience leading technical teams.
- Fluent in English (both written and spoken).
Benefits
- A chance to become a key operational leader in a global SaaS company scaling rapidly
- The opportunity to influence regional support execution, processes, and customer experience
- Work in a skilled, international team with high ambitions and a collaborative mindset
- Hybrid setup (Copenhagen HQ) and flexible working conditions
- Opportunities for professional growth, certifications, and career development
- A friendly, inclusive workplace where we balance ambition with fun
- Competitive salary and benefits package
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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