Director – Customer Support

About the Role:

As a member of our Account Management & Customer Success team, you will thrive on your ability to embrace and drive change and your commitment to ensuring you and PitchBook are always growing and improving. While continually learning and exploring new ideas and concepts, you will be inspired to ask questions and challenge the status quo while remaining focused on our customers’ success. We value teamwork and collaboration and encourage our people to build strong, trusting relationships with their teammates, customers, and partners. A contagious positivity, insatiable curiosity, and people-first attitude are the winning traits of our most successful Account Management & Customer Success team members. If this sounds like you, join us!

PitchBook’s Director, EMEA Customer Support leads a regional Customer Support team. This includes goal setting, strategy development, headcount planning, compensation planning, and more. Ultimately, this role is responsible for managing an effective regional Customer Support organization with an emphasis on efficiency and quality.

Primary Job Responsibilities:

• Manage a team of Customer Support Managers in EMEA to achieve global SLA goals and improve workflow efficiencies
• Provide coaching and career development for team members as needed
• Maintain a regular cadence of 1:1s with Customer Support Managers to recap performance, identify improvement opportunities, and support career development
• Partner with the Global Director, Customer Support to develop the EMEA regional support strategy within the Customer Support organization
• Set hiring strategy for the EMEA region of the Customer Support organization
• Design new team member onboarding and trainings; collaborating with the People Development team as needed to update trainings
• Work with the Global Director, Customer Support to set the EMEA regional schedule to ensure business hour coverage
• Serve as a point of escalation for critical client questions and coordinate with direct reports to resolve all client issues
• Work with the Training Program Manager to assist with design ongoing financial market and product trainings
• Cross collaborate with other departments from Product to Research to provide actionable feedback and help innovate our internal processes
• Own large projects of strategic importance, assisting with product and process improvements
• Conduct biweekly regional meetings to update Customer Support Specialists on best practices, performance metrics, and continuing expectations
• Support the vision and values of the company through role modeling and encouraging desired behaviors 
• Participate in various company initiatives and projects as requested 

Basic Qualifications:

• Bachelor’s degree, preferably in Business Administration or a related field
• 5+ years of professional management or team lead experience, ideally in a Customer Support or Operations environment
• Must be authorized to work in UK without the need for visa sponsorship now or in the future

Preferred Qualifications:

• Demonstrated success with workflow optimization in a real time, fast paced environment
• Proficient with Salesforce or similar CRM preferred
• Excellent verbal and written communication skills with a keen eye for detail
• A client first attitude and love to engage with customers
• Interested in financial markets or services, particularly private equity and venture capital
• Ability to operate with a strong sense of urgency and deliver results
• Terrific prioritization skills to manage high call volume in parallel with project work
• Comfortable to engage with a diverse array of customers
• Team player with the desire to try new ideas in order to achieve greater levels of success
• Knowledge of the Microsoft Office suite including Outlook and Word

Benefits at PitchBook:

Physical Health            

• Private medical insurance
• Dental scheme
• Additional medical wellness incentives 
• Life cover

Emotional Health 

• Paid sabbatical program after four years
• Paid parental leave 
• Education subsidies
• Robust training programs on industry and soft skills 
• Minimum 25 days annual leave and volunteer days

Social Health 

• Employee resource groups
• Company-wide events
• Employee referral bonus program  
• Quarterly team building events

Financial Health 

• 10% Pension contribution
• Income protection
• Shared ownership employee stock program 
• Transportation stipend

*Please be aware the above PitchBook benefit and perk offerings are subject to corresponding plan and policy documents and may change during the course of your employment.

Working Conditions:

At the heart of our company is a belief in the power of in-person collaboration. Being together in the office fuels our creativity, strengthens our connections, and drives the innovation that sets us apart. Our culture is built on spontaneous moments—those hallway conversations, whiteboard brainstorms, and shared celebrations in each of our global offices—that simply can’t be replicated remotely. This role is expected to be in the office 5 days a week.

The job conditions for this position are in a standard office setting. Employees in this position use PC and phone on an on-going basis throughout the day. Limited corporate travel may be required to remote offices or other business meetings and events.

We are excited to get to know you and your background. Concerned that you might not meet every requirement? We encourage you to still apply as you might be the right candidate for the role or other roles at PitchBook.

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