Technical Support Manager, EMEA

About the Company

Notion is a collaborative AI workspace designed to unify teams and agents in one platform where knowledge, projects, meetings, and AI tools co-exist. Trusted by millions, it aims to streamline work and reduce fragmentation, enabling faster, clearer collaboration.

Role Overview

The Technical Support Manager for EMEA will lead and grow a team of technical and general support specialists across the EMEA region. Reporting to the Head of Support for AMER & EMEA, this role involves close collaboration with regional CX leads and supporting CX growth through cross-functional projects that enhance both agent and customer experience. The manager will oversee diverse teams, ensuring high performance through data-driven leadership.

Responsibilities

• Lead technical and non-technical support teams in EMEA, ensuring key performance indicators are consistently achieved.
• Collaborate with global Support Leads and User Operations to maintain unified support operations worldwide.
• Maintain strong relationships with Go-To-Market leadership and implement process improvements that enhance cross-functional teamwork and customer revenue outcomes.
• Analyze and adapt customer experience processes and materials to address regional cultural differences and priorities.
• Identify improvement opportunities proactively and manage the implementation of CX support process enhancements in coordination with User Ops and CX leadership.
• Regularly analyze team and customer data to drive ongoing improvements within the EMEA Direct Support team.
• Manage the reporting and communication of team metrics and trends to senior leadership both regionally and globally.
• Handle escalations from EMEA customers comprehensively from start to finish.
• Provide hands-on support for technical and non-technical customer tickets during volume surges.
• Participate in the global on-call rotation to manage incidents.

Qualifications and Skills

• Minimum 8 years of experience in customer support within a software company.
• At least 2 years of experience managing and leading high-performing customer support teams.
• Strong understanding of managing both product and technical support queries to improve customer satisfaction.
• Passion for mentoring and developing team members, helping them reach their potential.
• Exceptional customer focus with a dedication to solving problems that enhance user experience.
• Technical expertise in Single Sign-On protocols (OAuth, SAML, SCIM) and REST APIs.
• Proficient in managing customer escalations effectively.
• Excellent data reporting and analytical abilities.
• Skill in balancing user expectations with policy and compliance requirements.
• Strong organizational capabilities to manage multiple competing priorities in a fast-paced environment.
• Experience creating scalable processes that bridge go-to-market and technical teams.
• Willingness to adopt AI tools for smarter work practices, even without expert-level AI knowledge.

Preferred Qualifications

• Experience supporting early-stage markets or working in startup environments.
• Familiarity with SQL.
• User of or experience with Notion platform.

Compensation and Commitment

Notion offers competitive salary packages including equity and benefits. The expected base salary range for this position lies between €98,000 and €133,000 annually, depending on factors such as location, role scope, and candidate qualifications.

Equal Employment Opportunity

Notion is committed to diversity, equity, and inclusion, encouraging applications even if every requirement is not fully met. The company does not discriminate against applicants based on legally protected characteristics and provides reasonable accommodations during the hiring process.

Use of AI

While not requiring advanced AI expertise, Notion values intellectual curiosity and the use of AI as a collaborative tool to improve and ease work processes.