Technical Support Manager - EMEA
Hong Kong Next Generation Internet Society
Dublin, County Dublin, Ireland · Full Time
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- Experience
- 8+ yrs
- Salary
- EUR 98,000 – EUR 133,000 / year
- Openings
- 1
- Posted
- 4 hours ago
- Work mode
- In office
- Resume
- Required to apply
Where you'll work
Job description
About Us
Notion is an all-in-one collaborative AI workspace designed to help teams and agents work together seamlessly. It integrates knowledge, projects, meetings, and AI tools into one platform to make workflows faster, clearer, and more unified. Millions from individuals to large enterprises rely on Notion daily. Our employees, known as Notinos, embody a commitment to craftsmanship and creating lasting solutions. Our mission is less about releasing features and more about redefining human collaboration in the AI age, automating mundane tasks to focus more on meaningful work.
Role Overview
The Technical Support Manager will build and lead a team of technical and general support specialists across the EMEA region. Reporting to the Head of Support for AMER & EMEA, this role will collaborate closely with regional Customer Experience (CX) leaders to ensure streamlined operations. The position involves driving CX growth in EMEA, leading cross-department initiatives toward improved agent and customer satisfaction. Candidates should have extensive experience managing high performing enterprise, technical, and non-technical teams, supported by data-driven leadership.
Key Responsibilities
- Lead and manage EMEA technical and non-technical support teams while ensuring key performance indicators are met across billing and general support.
- Work collaboratively with global Support Leads and User Operations to maintain cohesive support services across Notion’s worldwide CX network.
- Develop and strengthen partnerships with Go-To-Market leadership in EMEA, driving process improvements that enhance cross-team cooperation and customer revenue.
- Adapt and refine CX processes and resources to address cultural nuances and local priorities within the region.
- Proactively identify improvement opportunities and oversee the implementation of changes in CX support processes alongside leadership teams.
- Regularly analyze customer and team data to foster ongoing enhancements within the EMEA Direct Support team.
- Manage reporting and communicate EMEA team performance metrics to senior leadership locally and globally.
- Handle complex customer escalations in EMEA from start to resolution.
- Provide direct support during ticket surges, addressing both technical and non-technical inquiries.
- Participate in global on-call rotations to manage incident responses.
Required Qualifications
- At least 8 years experience in customer support within a software company.
- Minimum 2 years of proven leadership managing high-performing customer support teams.
- Strong expertise in managing complex product and technical support queries to enhance customer experience.
- Passionate about developing team members and mentoring others to succeed.
- Focused on user satisfaction, with a drive to resolve problems improving customers’ quality of life.
- Technical proficiency in Single Sign-On protocols like OAuth, SAML, and SCIM as well as REST APIs.
- Ability to expertly manage customer escalations.
- Skilled in data reporting and analytics to guide team improvements.
- Capable of balancing user needs with policy compliance.
- Excellent organizational skills to handle multiple priorities in a fast-paced environment.
- Experience designing scalable processes crossing go-to-market and technical functions.
- Willingness to adopt and leverage AI tools to enhance work efficiency.
Preferred Skills
- Previous experience working in early-stage market support or startup environments.
- Familiarity with SQL.
- Experience using Notion.
Compensation
The role offers a competitive salary estimated between €98,000 and €133,000 annually, adjusted for location, role complexity, and experience. Additional equity and benefits are provided.
Equal Opportunity and Inclusion
Notion is dedicated to equal employment opportunity and inclusivity, actively encouraging applicants from diverse backgrounds. Accommodations for disabilities are available during the recruitment process upon request.
Additional Information
Applicants must agree to Notion’s data privacy policies concerning recruitment processes. While AI expertise is not a necessity, curiosity and openness to AI-driven collaboration are valued traits for team members.