Role overview
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 work on
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
What we're looking for
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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