EMEA Product Support Leader

MaintainX

Dublin

On-site

EUR 64,000 - 94,000

Full time

27 hours ago

Be an early applicant

Get a reply from this employer

Your resume and cover letter, tailored to exactly what they’re hiring for.

Get past ATS filters

Job summary

MaintainX, a leading mobile-first work execution platform, seeks an experienced Customer Support Manager for the EMEA region in Ireland. You will lead a distributed team of Level 2 specialists, establish regional onboarding, and own cross-regional handoffs with North America.

You’ll drive process improvements and set expectations with enterprise customers. You will guide case analysis, coach staff, and deliver regular reports on performance and capacity, while collaborating with Product and

Qualifications

Technical credibility to triage cases and coach teams.
Experience leading technical specialists in B2B software support.
Ability to coach, set expectations and follow up with actions.
Data-driven decision making and risk awareness.
Experience with support processes across regions or follow-the-sun.
Proficiency with Zendesk and Jira or similar tools.

Responsibilities

Own triage and cross-regional handoffs with clear owners and escalation paths.
Build EMEA onboarding and self-paced training with coaching overlap.
Lead conversations with enterprise customers and set expectations with plans.
Analyze case trends and DSAT, provide evidence and product/engineering input.
Deliver quarterly reviews on performance, retention, and capacity risks.
Plan regional coverage, balance queue demand, and ensure coverage during EMEA hours.