People Leadership | Customer Experience | Commercial Operations
Oxford, UK (Hybrid) or France (Remote)
At Oxford Nanopore, we're looking for a Customer Care Regional Lead (EMEA South/MEAi) to lead our regional Customer Care team and help deliver an exceptional customer experience across the entire customer journey.
This is an exciting opportunity for a customer-focused leader who enjoys developing high-performing teams, driving operational excellence, and building strong cross-functional relationships. You'll play a key role in ensuring our customers receive seamless support from onboarding through to ongoing engagement, while helping shape and improve our customer care strategy.
As Customer Care Regional Lead, you will lead a team of Customer Care Associates and Specialists, ensuring outstanding service delivery while providing coaching, mentorship, and development opportunities for your team.
You will oversee day-to-day customer care operations, manage escalations, support high-value customer interactions, and collaborate closely with Sales, Technical Support, Logistics, Finance, and Operations to deliver a best-in-class customer experience.
This role combines people leadership, customer advocacy, operational management, and continuous improvement, making it ideal for someone who enjoys both strategic thinking and hands-on leadership.
Why Join Oxford Nanopore?
At Oxford Nanopore, you'll have the opportunity to work in a pioneering organisation at the forefront of scientific innovation. You'll join a collaborative, mission-driven environment where your leadership will directly impact both customer experience and business success.
If you're an experienced customer care leader looking for a role where you can drive meaningful improvements, develop talented teams, and make a real impact, we'd love to hear from you.
Please note that no terminology in this advert is intended to discriminate on the grounds of a person's gender, marital status, race, religion, colour, age, disability or sexual orientation. Every candidate will be assessed only in accordance with their merits, qualifications and abilities to perform the duties of the job.
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Oxford Nanopore Technologies: Our goal is to bring the widest benefits to society through enabling the analysis of anything, by anyone, anywhere. The company has developed a new generation of nanopore-based sensing technology for faster, information rich, accessible and affordable molecular analysis. The first application is DNA/RNA sequencing, and the technology is in development for the analysis of other types of molecules including proteins. The technology is used to understand and characterise the biology of humans and diseases such as cancer, plants, animals, bacteria, viruses, and whole environments. With a thriving culture of ambition and strong innovation goals, Oxford Nanopore is a UK headquartered company with global operations and customers in more than 125 countries.
Our goal is to enable the analysis of anything, anywhere, by anyone.
We have developed the world’s first and only nanopore DNA and RNA sequencing platform. It’s a new generation of sequencing technology — the only one to offer: scalability to portable or ultra-high throughput formats, real-time data delivery, and the ability to elucidate rich biological data.
We are aiming to disrupt the way that biological analyses are currently performed, and open up new applications that have a profound, positive impact on society.
Our devices offer real-time analysis, for rapid insights, in fully scalable formats — from pocket to population scale — and the technology is being used in more than 100 countries worldwide.
Founded in 2005 as a spin-out from the University of Oxford, the company now employs more than 600 people from multiple disciplines including nanopore science, molecular biology and applications, informatics, engineering, electronics, manufacturing and commercialisation. The management team, led by CEO Dr Gordon Sanghera, has a track record of delivering disruptive technologies to the market.
