Role overview
The Support Lead, Japan will be responsible for building and leading a team of Premium Support, Enterprise Support and general support specialists in Japan. You will collaborate closely with the Head of Support, APAC to ensure a cohesive operations in Japan. This role will support the growth of CX within Japan, including leading cross-functional projects to improve agent and customer experience. The successful candidate should have experience leading with data, familiarity with managing Japanese Enterprise customers, and managing a high-performing team of various levels.
What you'll work on
Manage technical and non-technical resources in Japan, and ensure KPI attainment within both technical and general support teams
Understand and improve CX processes and materials to meet needs, taking cultural differences and local priorities into account
Collaborate closely with other GTM leaders in Japan, to align on the market strategy and to translate it into concrete actions and initiatives for CX
Analyze data regularly and drive continuous improvement for the Japan market
Handle and manage customer escalations from Japanese users
Jump in to help solving customer problems when there’s a spike in volume
Represent CX at local QBRs and Kickoffs in Japan
Participate in the global on-call rotation to cover incidents
What we're looking for
Experience launching and scaling a SaaS product in new markets within a global company
Strong knowledge of Linux, APIs, NoSQL, MySQL and similar open source technologies
Familiarity with Notion as a product and platform
Knowledge of AI-native Support tools and genAI chatbots
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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