About Us:
Notion helps you build beautiful tools for your life’s work. In today's world of endless apps and tabs, Notion provides one place for teams to get everything done, seamlessly connecting docs, notes, projects, calendar, and email—with AI built in to find answers and automate work. Millions of users, from individuals to large organizations like Toyota, Figma, and OpenAI, love Notion for its flexibility and choose it because it helps them save time and money.
In-person collaboration is essential to Notion's culture. We require all team members to work from our offices on Mondays, Tuesdays, and Thursdays, our designated Anchor Days. Certain teams or positions may require additional in-office workdays.
About the Role:
The Support Manager will be responsible for building and leading a team of technical and general support specialists in the EMEA region. You will report into the Head of Support, AMER & EMEA and collaborate closely with the CX regional Support Leads to ensure cohesive operations across EMEA. This role will support the growth of CX within EMEA, including leading cross-functional projects to improve agent and customer experience. The successful candidate should have experience leading with data and experience managing high performing Enterprise, technical and non-technical teams of various levels.
What You'll Achieve:
- Manage technical and non-technical resources in EMEA, and ensure KPI attainment within both technical, billing, and general support specialists
- Collaborate closely with the Support Leads across the globe and User Operations leadership to ensure cohesive support operations across Notion’s global CX organization
- Maintain excellent relationships with the Go-To-Market leadership team in region and ship process improvement to drive cross-functional collaboration and customer revenue outcomes
- Understand and improve CX processes and materials to meet needs, taking cultural differences and local priorities into account
- Proactively identify areas for improvement and own the implementation of necessary changes to CX support processes. Own, coordinate and ship process improvements in collaboration with the User Ops and CX Leadership
- Analyze team and customer data regularly and drive continuous improvement within the EMEA Direct Support team
- Own reporting and communication of EMEA team metrics and trends to senior Leadership in region and globally
- Directly manage escalations from EMEA customers end-to-end
- Jump in to help solve technical and non-technical customer tickets when there’s a spike in volume
- Participate in the global on-call rotation to cover incidents
Skills You'll Need to Bring:
- 8+ years of work experience in customer support team of a software company
- 2+ years of work experience in leading and managing a high performing customer support team
- You have deep understanding of the nuance of managing product and technical support questions, and can apply that to improve the customer experience.
- You are deeply passionate about developing others, finding energy and purpose in mentoring team members to reach their full potential, and taking pride in seeing them thrive under your leadership
- You are extremely user-focused, with a passion for solving problems that increase the user quality of life for customers
- You have technical knowledge and/or experience in handling problems of Single Sign-On protocols (including OAuth, SAML, and SCIM) and Rest APIs
- You have strong customer escalation management skills
- You have strong data reporting and data analytics skills
- You are able to guide a team to balance user expectations while understanding policies and compliance boundaries
- You have strong organizational skills with the ability to manage multiple priorities in a dynamic environment
- You have experience building robust and scalable processes spanning across go-to-market and technical teams
- You don’t need to be an AI expert, but you’re curious and willing to adopt AI tools to work smarter and deliver better results.
Nice to Haves:
- You have previous experience supporting a market at an early stage and/or being part of a startup team
- You have experience with SQL
- You are familiar with and/or a user of Notion
We hire talented and passionate people from a variety of backgrounds because we want our global employee base to represent the wide diversity of our customers. If you’re excited about a role but your past experience doesn’t align perfectly with every bullet point listed in the job description, we still encourage you to apply. If you’re a builder at heart, share our company values, and enthusiastic about making software toolmaking ubiquitous, we want to hear from you.
Notion is proud to be an equal opportunity employer. We do not discriminate in hiring or any employment decision based on race, color, religion, national origin, age, sex (including pregnancy, childbirth, or related medical conditions), marital status, ancestry, physical or mental disability, genetic information, veteran status, gender identity or expression, sexual orientation, or other applicable legally protected characteristic. Notion considers qualified applicants with criminal histories, consistent with applicable federal, state and local law. Notion is also committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, please let your recruiter know.
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