WHO WE ARE
Notion is the collaborative AI workspace where teams and agents think together https://www.youtube.com/watch?v=vkpYpWfEK5s. We're building one place where your knowledge, projects, meetings, and AI tools live side by side, so work is faster, clearer, and less fragmented. Millions of individuals, small teams, and large companies run their work on Notion.
Notinos (our employees) are customer zero in bringing this future of work to life. We care about craft, building things that last, and the belief that great work is still fundamentally human. Our goal isn’t to ship the next feature. Each and every team of Notinos is working to set the standard for how humans work together in the AI era. From building a business’s system of record to making and managing AI agents to automating away the busy work, we care deeply about giving our customers more time for their life’s work.
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 prioritie