Technical Support Manager, EMEA

About Us

We are Notion, a collaborative AI-driven workspace uniting knowledge, projects, meetings, and artificial intelligence tools into a seamless environment designed to help teams work smarter and more coherently. Our mission is to create an environment where work is faster and less fragmented, serving millions ranging from individuals to large corporations.

Role Overview

The Technical Support Manager for the EMEA region will lead a team of technical and general support specialists. Reporting to the Head of Support for AMER & EMEA, this position works closely with regional CX Support Leads to align and strengthen customer support operations across EMEA. Key responsibilities include enhancing customer and agent experiences, managing cross-functional projects, and guiding a high-performing enterprise-level team.

Key Responsibilities

• Lead and manage both technical and non-technical support staff across EMEA, ensuring achievement of key performance indicators in areas such as technical, billing, and general support.
• Work in partnership with global support leads and User Operations leadership to maintain aligned, efficient, and scalable support services across Notion’s global customer experience network.
• Develop and maintain strong relationships with Go-To-Market leadership, spearheading initiatives that boost cross-team collaboration and contribute to customer revenue growth.
• Continuously refine support processes and materials, considering cultural nuances and local priorities within EMEA.
• Identify opportunities for procedural enhancements in customer experience support and drive implementation, coordinating with User Operations and CX leadership.
• Conduct ongoing analysis of team and customer data to inform continuous improvements within EMEA’s direct support team.
• Manage reporting of team metrics and trends to senior regional and global leadership.
• Handle escalated customer issues within EMEA thoroughly from start to resolution.
• Provide direct support during periods of increased ticket volume by assisting with technical and non-technical inquiries.
• Participate in the global on-call rotation to manage incident response.

Required Qualifications and Skills

• Minimum of 8 years experience in customer support within software companies.
• At least 2 years managing and leading a high-performing customer support team.
• Strong expertise in addressing product and technical support inquiries to enhance customer satisfaction.
• Passion for mentoring and developing team members, fostering growth and excellence.
• User-centric approach with a focus on improving customer experience and resolving issues effectively.
• Technical proficiency with Single Sign-On technologies including OAuth, SAML, SCIM, and experience with REST APIs.
• Capable of managing customer escalations with professionalism and effectiveness.
• Advanced skills in data reporting and analytics to track performance and support decision-making.
• Balance customer expectations with company policies and compliance requirements skillfully.
• Strong organizational ability, managing multiple priorities in a dynamic environment.
• Experience designing scalable and robust processes that intersect go-to-market and technical teams.
• Openness to exploring and utilizing AI tools to enhance work efficiency and outcomes.

Desired Attributes

• Experience supporting early-stage markets or participating in startup teams.
• Familiarity with SQL querying.
• Knowledge of or active use of Notion platform.

Compensation and Policy

The role offers a competitive base salary estimated between €98,000 and €133,000 annually, depending on factors such as location and experience. Notion is dedicated to inclusive hiring practices, providing equal opportunity regardless of background, and ensuring accommodation needs are met throughout the application process.

Our Commitment to Diversity and Inclusion

We encourage applicants from diverse backgrounds. We are an equal opportunity employer, committed to non-discrimination and facilitating reasonable accommodations for qualified individuals, supporting an inclusive workplace.