Technical Support Manager, EMEA

About Us

Notion is a collaborative AI workspace designed to unify knowledge, projects, meetings, and AI tools into a single environment, enhancing clarity and efficiency in teamwork. Serving millions of users across individuals, small teams, and large companies, Notion fosters a work culture focused on craft, longevity, and the distinctly human aspect of great work. Our teams, called Notinos, are dedicated to innovating how people collaborate in the AI era, from building business systems to automating routine tasks for better productivity.

Role Overview

The Technical Support Manager for the EMEA region will lead and develop a team of technical and general support specialists. Reporting to the Head of Support for AMER & EMEA, this position involves close partnership with regional CX Support Leads to align operations across EMEA, drive CX growth, and lead cross-functional initiatives to enhance both agent and customer experiences. Ideal candidates will bring extensive leadership experience managing high-performing technical and enterprise support teams, with a strong data-driven mindset.

Key Responsibilities

• Lead and manage both technical and non-technical support personnel in EMEA, focusing on achieving KPIs across technical, billing, and general support functions.
• Work collaboratively with Support Leads worldwide and User Operations leadership to ensure a unified global customer experience.
• Build and sustain strong partnerships with regional Go-To-Market leaders to implement process improvements that foster teamwork and enhance customer revenue.
• Customize and refine CX procedures and materials to align with cultural differences and local priorities in EMEA.
• Identify opportunities for enhancement proactively and lead the execution of improvements in CX support workflows alongside User Operations and CX Leadership.
• Regularly analyze team and customer data to promote ongoing enhancement of the EMEA support teams.
• Oversee and communicate EMEA team metrics and trends to senior regional and global leaders.
• Manage escalated cases from EMEA customers thoroughly and promptly.
• Provide hands-on support during peak ticket volumes, addressing both technical and general customer issues.
• Participate in the global on-call rotation for incident coverage.

Required Skills and Experience

• Minimum of 8 years’ experience working in customer support within a software company.
• At least 2 years in a leadership role managing a high-performing customer support team.
• Comprehensive understanding of managing product and technical support inquiries to enhance customer satisfaction.
• Strong passion for developing team members through mentorship that supports their growth and success.
• User-centric mindset with dedication to improving quality of life for customers through problem-solving.
• Technical proficiency or experience handling Single Sign-On technologies such as OAuth, SAML, SCIM, and managing REST APIs.
• Expertise in managing customer escalations effectively.
• Advanced data analytics and reporting capabilities to drive decision-making.
• Ability to guide teams in balancing customer expectations with policy and regulatory requirements.
• Excellent organizational skills for managing multiple tasks in a fast-changing environment.
• Proven track record of developing scalable processes linking go-to-market and technical departments.
• Willingness to explore and adopt AI tools to augment team performance and results, without needing deep AI specialization.

Preferred Qualifications

• Experience supporting developing markets or early-stage startup environments.
• Familiarity with SQL for data querying and analysis.
• Usage or knowledge of Notion software.

Compensation

Notion offers competitive salary packages, equity, and benefits. For this role, the estimated annual base salary range is €98,000 to €133,000, adjusted by location, role complexity, and candidate experience.

Privacy & Equal Opportunity

Applicants' information will be handled according to Notion's Global Recruiting Privacy Policy. Notion is committed to equal employment opportunities, embracing diversity without discrimination based on legally protected characteristics. The company provides reasonable application accommodations and considers qualified individuals with arrest and conviction records. Requests for accommodation can be directed to recruiters.

On AI

While deep AI expertise is not required, candidates are expected to be curious and proactive about integrating AI technologies to enhance work processes and outcomes.