Technical Support Manager, EMEA

About Us

Notion offers a collaborative AI workspace where teams and agents can seamlessly share knowledge, manage projects, hold meetings, and utilize AI tools all in a single platform. Trusted by millions, Notion empowers individuals and businesses alike to streamline their work and reduce fragmentation.

Our employees, known as Notinos, are dedicated to crafting lasting solutions focused on enhancing human collaboration in the AI age. The teams are committed to setting high standards in the workplace by developing business systems, managing AI agents, and automating routine tasks to give customers more time for meaningful work.

Role Overview

The Technical Support Manager for EMEA will lead and develop a team of both technical and general support specialists across the region. Reporting to the Head of Support for AMER & EMEA, the role involves close collaboration with Customer Experience (CX) regional leads to ensure aligned and effective support operations. The position plays a crucial role in expanding CX capabilities in EMEA by overseeing strategic cross-functional initiatives aimed at improving agent efficiency and customer satisfaction. Ideal candidates will have a strong background in managing diverse, high-performing technical and enterprise support teams and are adept at data-driven leadership.

Key Responsibilities

• Oversee and manage technical and non-technical support staff in EMEA, ensuring that key performance metrics are consistently met across technical, billing, and general support functions.
• Collaborate with global Support Leads and User Operations leaders to maintain unified support operations across Notion's worldwide CX teams.
• Develop and maintain strong partnerships with regional Go-To-Market leadership to implement process improvements that enhance team collaboration and customer revenue impact.
• Tailor and refine CX processes and resources by considering cultural nuances and regional priorities.
• Identify areas requiring enhancement proactively and lead the implementation of changes within CX support workflows in partnership with User Operations and CX leadership.
• Regularly analyze team and customer data to promote continuous improvement within the EMEA Direct Support group.
• Manage reporting duties and communicate key metrics and trends to senior leadership both regionally and globally.
• Handle escalated customer issues from EMEA clients personally and thoroughly.
• Support the team by addressing spikes in customer inquiries, stepping in for both technical and non-technical tickets as needed.
• Participate in the global on-call rotation to manage incident responses.

Required Qualifications and Skills

• Minimum 8 years’ experience in software company customer support roles.
• At least 2 years’ leadership experience managing high-performing customer support teams.
• Strong understanding of managing product and technical support queries and driving improvements to enhance customer experience.
• Passionate about team development, mentoring staff to reach their potential, and fostering a thriving work environment.
• Highly user-centric with a dedication to resolving issues that improve customer satisfaction and quality of life.
• Technical expertise or familiarity with Single Sign-On protocols such as OAuth, SAML, and SCIM, as well as REST APIs.
• Proficient in customer escalation management.
• Skilled in data reporting and analysis to guide decision-making.
• Ability to balance user expectations with organizational policies and compliance requirements.
• Excellent organizational skills capable of managing multiple priorities in a dynamic setting.
• Experience in creating scalable processes spanning technical and go-to-market teams.
• Willingness to adopt and collaborate with AI tools for enhanced productivity, even if not an AI specialist.

Preferred Additional Skills

• Experience supporting emerging markets or working within startup environments.
• Knowledge of SQL.
• Familiarity with Notion as a user or within support contexts.

Compensation & Benefits

Notion offers highly competitive cash compensation, equity participation, and benefits. The expected annual base salary for this role ranges from €98,000 to €133,000, varying based on location, role complexity, and candidate experience.

Other Information

Data Privacy: Candidates’ information will be processed in accordance with Notion's Global Recruiting Privacy Policy.

AI Engagement: While deep AI expertise is not required, all employees are encouraged to be curious and integrate AI as a collaborative tool in their work.

Diversity and Inclusion: Notion is an equal opportunity employer and embraces applicants from diverse backgrounds. Reasonable accommodations are provided for qualified individuals during the hiring process. The company does not discriminate on any legally protected grounds and considers applicants with criminal histories in accordance with relevant laws.