Join our thriving Customer Success team

Join our thriving Customer Success team and be part of our journey to create customer-centric services that delight our customers. As a team, we own the entire end-user onboarding and ongoing support experience. We're passionate about driving both customer and commercial success.

At Atmail, we foster a customer-first mindset, supported by continuous improvement, engineering excellence and flexibility.

The Opportunity

We're looking for an experienced Support Operations Manager to lead our European support function, ensuring exceptional service delivery across our Technical Resolution and Technical Escalation teams.

Reporting to the Head of Customer Support in Australia, you'll provide leadership to Team Leaders and technical leaders, oversee operational performance, manage major incidents, drive continual improvement, and ensure an outstanding customer experience across our European consumer and B2B customers.

This is a senior leadership role requiring excellent judgement, strong communication skills and the confidence to lead people, customers and partners through both day-to-day operations and critical incidents.

Key Responsibilities

- Lead our European Customer Support operation across multiple support teams.
- Coach and develop Team Leaders while building a high-performing support culture.
- Own service delivery, KPIs and operational performance.
- Lead major incidents, coordinating technical teams and customer communications.
- Act as the senior escalation point for complex customer issues.
- Manage relationships with outsourced support providers, ISPs and technology partners.
- Partner with Engineering and Product teams to continually improve customer outcomes.
- Drive operational excellence through process improvement and data-driven decision making.

Mandatory Skills & Experience





- Demonstrated experience leading multi-tier customer support or service delivery operations, including the leadership of Team Leaders and senior technical support professionals.
- 7+ years' experience in customer support, service delivery or technical operations, including at least 3 years in a leadership role managing leaders or multiple teams.
- Proven experience managing customer-facing operational environments with responsibility for service delivery, quality, customer satisfaction and operational performance.
- Demonstrated experience leading major incidents or critical customer escalations, coordinating cross-functional technical teams while providing clear and confident communication to customers and senior stakeholders.
- Strong operational leadership with experience establishing, monitoring and improving KPIs, SLAs and customer experience metrics.
- Proven ability to build high-performing teams through coaching, mentoring, performance management and continuous improvement.
- Experience managing outsourced service providers, BPOs or strategic technology/vendor partners, holding them accountable to agreed service standards.
- Excellent written and verbal English communication skills, with the confidence and gravitas to communicate effectively with customers, executive stakeholders and technical teams.
- Strong stakeholder management skills, with the ability to influence outcomes across internal teams, external vendors and customer organisations.
- Demonstrated ability to operate autonomously,



exercise sound judgement and make commercially balanced decisions in a fast-paced setting.
- Working knowledge of IT Service Management (ITIL), including Incident, Problem, Change and Knowledge Management.
- Strong analytical skills with the ability to interpret operational data, identify trends and implement measurable service improvements.
- Sound understanding of hosted email platforms, including SMTP, IMAP, POP, deliverability, sender reputation, SPF, DKIM, DMARC, spam and abuse management, mailbox migrations, or the demonstrated ability to rapidly acquire this knowledge.
- Comfortable working remotely with a dedicated home office, reliable high-speed internet and the flexibility to support UK business hours and participate in an on-call incident roster.

Highly Desirable

- Experience supporting SaaS, email, telecommunications, ISP or other high-availability technology platforms.
- Experience with Zendesk, Amazon Connect, Chargebee, Stripe or comparable customer support platforms.
- Experience leading geographically distributed or global support teams.
- Experience building or scaling a support function during periods of organisational growth.
- Bachelor's degree in Business, Information Technology, Computer Science or a related discipline.

Experience with hosted email platforms, ITIL, Zendesk, Amazon Connect or similar customer support technologies will be highly regarded.

Why Join Atmail?

This is an opportunity to take ownership of our European support operation and play a key role in shaping how support is delivered across a growing global customer base. You'll have the autonomy to make decisions, influence operational strategy and build high-performing teams that deliver exceptional customer outcomes.

If you're an experienced operational leader looking for a role where you can make a genuine impact, we'd love to hear from you.

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