EMEA Product Support Lead

MaintainX; Irlande; Sur place; EUR 120 000 - 160 000; Plein temps

Résumé du poste

MaintainX, a leading mobile-first work execution platform, seeks a Senior Customer Support Leader to establish and run our EMEA L2 operations. You will lead a distributed team, triage cases across regions, and shape onboarding and coaching for European specialists, in collaboration with the North American L2 manager.

You will drive CSM discussions with enterprise customers, set expectations with concrete plans, analyze case trends, and partner with Product/Engineering to enact durable

Qualifications

• Experience managing experienced technical specialists in complex B2B software support.
• SMEs provide deeper expertise where needed.
• API fluency strongly preferred.
• Experience leading support across regions or operating a follow-the-sun model.

Responsabilités

• Lead a distributed Level 2 team and establish the EMEA support operation in partnership with the North America L2 manager.
• Own triage and cross-regional handoffs with clear ownership and escalation paths.
• Build EMEA onboarding and self-paced training with coaching and North American overlap.
• Engage in CSM and escalation conversations with enterprise customers and set expectations with actionable plans.
• Analyze case trends and DSAT, report to Product/Engineering, and track impact of changes.
• Provide quarterly performance reviews, capacity planning, and regional coverage during EMEA hours.

Connaissances

People leadership

Technical credibility

Data analysis

AI & automation

Cross-regional coordination

Communication

Outils

Zendesk

Assembled

Description du poste

MaintainX, a leading mobile-first work execution platform, seeks a Senior Customer Support Leader to establish and run our EMEA L2 operations. You will lead a distributed team, triage cases across regions, and shape onboarding and coaching for European specialists, in collaboration with the North American L2 manager.

You will drive CSM discussions with enterprise customers, set expectations with concrete plans, analyze case trends, and partner with Product/Engineering to enact durable