Notion06.05.2026

Technical Support Manager, EMEA

Полная занятостьУдалёнка

Обязанности

01Manage technical and non-technical resources in EMEA, and ensure KPI attainment within both technical, billing, and general support specialists
02Collaborate closely with the Support Leads across the globe and User Operations leadership to ensure cohesive support operations across Notion’s global CX organization
03Maintain excellent relationships with the Go-To-Market leadership team in region and ship process improvement to drive cross-functional collaboration and customer revenue outcomes
04Understand and improve CX processes and materials to meet needs, taking cultural differences and local priorities into account
05Proactively identify areas for improvement and own the implementation of necessary changes to CX support processes
06Own, coordinate and ship process improvements in collaboration with the User Ops and CX Leadership
07Analyze team and customer data regularly and drive continuous improvement within the EMEA Direct Support team
08Own reporting and communication of EMEA team metrics and trends to senior Leadership in region and globally
09Directly manage escalations from EMEA customers end-to-end
10Jump in to help solve technical and non-technical customer tickets when there’s a spike in volume
11Participate in the global on-call rotation to cover incidents

018+ years of work experience in customer support team of a software company
022+ years of work experience in leading and managing a high performing customer support team
03Deep understanding of the nuance of managing product and technical support questions, and can apply that to improve the customer experience
04Passionate about developing others, finding energy and purpose in mentoring team members to reach their full potential
05User-focused, with a passion for solving problems that increase the user quality of life for customers
06Technical knowledge and/or experience in handling problems of Single Sign-On protocols (including OAuth, SAML, and SCIM) and Rest APIs
07Strong customer escalation management skills
08Strong data reporting and data analytics skills
09Able to guide a team to balance user expectations while understanding policies and compliance boundaries
10Strong organizational skills with the ability to manage multiple priorities in a dynamic environment
11Experience building robust and scalable processes spanning across go-to-market and technical teams
12Curious and willing to adopt AI tools to work smarter and deliver better results

01In-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