Technical Support Manager, EMEA

About Us

We are a collaborative AI workspace company dedicated to revolutionizing how teams integrate knowledge, projects, meetings, and AI tools for efficient and unified work. Our platform supports millions of users across individuals, small teams, and large enterprises. Our employees, known as Notinos, are committed to crafting lasting solutions and setting a new standard for human collaboration in the AI era, focusing on automating routine tasks and enhancing business systems.

Role Overview

The Technical Support Manager will lead and develop a team of technical and general support specialists across the EMEA region, reporting to the Head of Support for AMER & EMEA. The position involves close collaboration with regional CX Support Leads to ensure seamless customer experience operations and lead cross-functional initiatives to boost agent and customer satisfaction. Ideal candidates will have extensive experience managing data-driven, high-performing teams in enterprise and technical support roles.

Key Responsibilities

• Lead and oversee technical, billing, and general support teams in EMEA, ensuring achievement of key performance indicators.
• Work jointly with Support Leads globally and User Operations leadership to unify support operations within the worldwide customer experience organization.
• Sustain strong partnerships with regional Go-To-Market leadership and implement process improvements that enhance cross-team collaboration and customer revenue outcomes.
• Evaluate and refine customer experience processes and resources, factoring in cultural and regional priorities.
• Proactively spot improvement opportunities and lead the execution of enhancements in collaboration with User Ops and CX leadership.
• Conduct regular analysis of team and customer data to drive ongoing improvements in the EMEA Direct Support team.
• Manage reporting and communication on team metrics and trends to senior leadership both regionally and globally.
• Handle escalated customer issues from EMEA directly and thoroughly.
• Support ticket resolution during peak demand by assisting with technical and non-technical customer inquiries.
• Participate in a global on-call rotation to address incidents as needed.

Required Skills and Experience

• Over 8 years of experience in customer support within software companies.
• At least 2 years in a leadership role managing high-performing customer support teams.
• Strong expertise in managing both product and technical support queries with a customer-focused approach.
• Passion for mentoring and developing team members to reach their full potential.
• Deep user-centric mindset aimed at solving problems to improve customer satisfaction.
• Technical proficiency with Single Sign-On protocols (OAuth, SAML, SCIM) and REST APIs.
• Effective management of customer escalations.
• Advanced skills in data analysis and reporting.
• Ability to balance user expectations with compliance and policy constraints.
• Excellent organizational skills to handle multiple priorities in a dynamic setting.
• Experience developing scalable processes engaging go-to-market and technical teams.
• Curiosity and willingness to utilize AI tools to enhance effectiveness, though expert AI knowledge is not mandatory.

Preferred Qualifications

• Experience supporting markets at early stages or working within startup environments.
• Knowledge of SQL.
• Familiarity with or usage of the company’s platform.

Compensation and Policies

The position offers a competitive annual base salary ranging approximately between €98,000 and €133,000, depending on location, role complexity, and candidate experience. The company provides equitable hiring practices, ensuring opportunities regardless of background or legally protected characteristics. Reasonable accommodations during the recruitment process are available upon request.

Commitment to Diversity and Inclusion

The company maintains an equal employment opportunity policy consistent with applicable laws, welcoming applicants from varied backgrounds, including considerations of criminal history and disabilities. The organization strives to foster an inclusive workplace and provides necessary support and accommodations to qualified individuals.

Use of AI

While deep AI expertise is not a requirement for this role, all employees are encouraged to engage with AI tools as collaborators to enhance their work. Employees are expected to be intellectually curious, enjoy innovation, and use AI to improve outcomes.