Technical Support Manager - EMEA Region

About Notion and the Role

Notion is a collaborative AI-powered workspace designed for seamless team and agent collaboration by integrating knowledge, projects, meetings, and AI tools in one platform. Our mission is to transform the future of work by enabling more efficient, clear, and unified teamwork globally. We pride ourselves on quality craftsmanship and the belief that meaningful work remains deeply human.

We are seeking a Technical Support Manager to lead a team of technical and general support specialists across the EMEA region. Reporting to the Head of Support for AMER and EMEA, this role will collaborate closely with regional Customer Experience (CX) leaders to ensure smooth, consistent support operations. The position involves advancing CX initiatives, leading projects to enhance agent and customer experiences, and managing a high-performing enterprise support team.

Key Responsibilities

• Lead and manage technical, billing, and general support personnel within EMEA to meet and exceed key performance indicators.
• Partner with Support Leads globally and User Operations leadership to coordinate and align global customer support efforts.
• Foster strong relationships with regional Go-To-Market leadership and implement process improvements to elevate cross-functional collaboration and customer revenue.
• Analyze and refine CX processes and materials, taking into account regional cultural variations and local priorities.
• Identify opportunities for improvement proactively and lead implementation of changes to CX support workflows in coordination with leadership teams.
• Regularly review team and customer data to drive ongoing enhancements in the EMEA direct support operations.
• Prepare and communicate team performance metrics and trends to senior leadership both regionally and globally.
• Handle escalated customer issues from EMEA clients through to resolution.
• Provide hands-on assistance with technical and non-technical customer inquiries during peaks in demand.
• Participate in a global on-call rotation to manage customer incidents.

Qualifications and Experience

• Minimum of 8 years experience in customer support within a software company environment.
• At least 2 years in a leadership role managing customer support teams with proven performance outcomes.
• Strong expertise in managing product and technical support queries with a focus on enhancing customer experience.
• Passion for coaching and developing team members, facilitating their growth and success.
• Strong user-centric mindset with dedication to solving customer pain points to improve quality of life.
• Technical knowledge or hands-on experience with Single Sign-On protocols such as OAuth, SAML, SCIM, and RESTful APIs.
• Proficient in handling customer escalation situations effectively.
• Skilled in data analysis and reporting to guide decisions and improvements.
• Ability to balance user expectations with compliance and policy limitations.
• Strong organizational skills to juggle multiple priorities in a fast-moving environment.
• Experience in establishing scalable, robust processes that integrate go-to-market and technical teams.
• Open to adopting AI tools and curious about leveraging AI to improve work quality, though deep AI expertise is not mandatory.

Preferred Qualifications

• Experience supporting early-stage markets or working within startup environments.
• Familiarity with SQL for data querying and analysis.
• Experience using or knowledge of the Notion platform.

Compensation and Policies

Notion offers an attractive compensation package including competitive base salary (€98,000 to €133,000 annually, depending on various factors such as location and experience), equity, and benefits. We embrace diversity and inclusion, providing equal opportunities to all applicants and accommodate individuals with disabilities during the recruitment process.

Applicants should be comfortable with personal data processing in accordance with our Global Recruiting Privacy Policy.

Notes on AI Integration

While advanced AI expertise is not a prerequisite for this position, candidates should demonstrate intellectual curiosity, willingness to explore, and embrace AI as a practical tool to optimize work outcomes.

Equal Opportunity Employer Statement

Notion is dedicated to hiring talented individuals from diverse backgrounds without discrimination based on legally protected characteristics. We provide reasonable accommodations to qualified candidates throughout the hiring process.