Technical Support Manager, EMEA

About the Company

Notion is an AI-powered collaborative workspace designed to help teams and agents unite their knowledge, projects, meetings, and AI tools into one cohesive platform. Serving millions of users including individuals, small teams, and large enterprises, Notion aims to revolutionize work by enhancing speed, clarity, and cohesion. The employees, known as Notinos, are devoted to craftsmanship and creating enduring solutions that set new standards in the AI-driven workspace era.

Role Overview

The Support Manager position involves leading and developing a team of both technical and non-technical support specialists across the EMEA region. Reporting to the Head of Support for AMER and EMEA, the role requires close cooperation with Customer Experience (CX) regional support leads to ensure unified operations throughout EMEA. Responsibilities include guiding cross-functional projects that enhance both agent and customer experiences while supporting CX growth in the region. Successful candidates will have extensive experience managing enterprise and technical support teams, leveraging data, and driving high performance.

Key Responsibilities

• Lead and oversee technical, billing, and general support teams in EMEA, ensuring achievement of key performance indicators.
• Work in partnership with global Support Leads and User Operations leadership to maintain cohesive support functions across Notion’s worldwide CX organization.
• Foster strong partnerships with regional Go-To-Market leadership and implement process improvements that promote cross-functional collaboration and revenue enhancement.
• Adapt and refine CX procedures and materials according to cultural and local priorities within the EMEA region.
• Identify opportunities for process enhancements and drive their execution in collaboration with User Operations and CX leadership.
• Regularly analyze team performance and customer data to support continuous improvement of the EMEA Direct Support team.
• Manage reporting and communication of team metrics and trends to senior leadership locally and globally.
• Handle customer escalations in the EMEA region from start to finish.
• Assist in resolving technical and non-technical customer inquiries during periods of increased volume.
• Participate in global on-call rotations to respond to incidents.

Required Qualifications and Skills

• At least eight years of experience in customer support within a software company.
• A minimum of two years’ experience managing and leading high-performing customer support teams.
• Strong expertise in managing product and technical support issues to enhance customer satisfaction.
• A passion for mentoring and developing team members to realize their potential and excel under leadership.
• A user-centric mindset with a drive to solve problems improving customer quality of life.
• Technical familiarity with Single Sign-On protocols such as OAuth, SAML, and SCIM, and experience working with REST APIs.
• Proficient in managing customer escalations effectively.
• Competency in data reporting and analytics to guide team improvements.
• Ability to balance user expectations with policy and compliance frameworks.
• Strong organizational abilities to handle multiple priorities in a fast-paced setting.
• Experience creating scalable and robust processes that bridge go-to-market and technical teams.
• Curiosity and willingness to adopt AI tools to improve work efficiency.

Desirable Skills

• Experience supporting emerging markets or early-stage startups.
• Knowledge of SQL.
• Familiarity with or user experience of Notion’s platform.

Compensation and Commitment

Notion offers competitive compensation including salary, equity, and benefits. Salary for this position is estimated between €98,000 and €133,000 annually, adjusted based on various factors such as location, role complexity, and candidate expertise.

Diversity and Inclusion

Notion is an equal opportunity employer embracing diversity across backgrounds, identities, and experiences. The company does not discriminate based on legally protected characteristics and provides reasonable accommodations throughout the hiring process to ensure accessibility for all candidates.

Artificial Intelligence Culture

While deep AI expertise is not mandatory, Notion encourages an atmosphere of curiosity, experimentation, and collaboration with AI, enabling employees to leverage AI tools as effective aides in their work.