customer support
Posted 4 weeks agoTechnical Support Manager, EMEA
at Notion
Dublin, IrelandRemote
Responsibilities
- Own, coordinate and ship process improvements in collaboration with the User Ops and CX Leadership - Analyze team and customer data regularly and drive continuous improvement within the EMEA Direct Support team - Own reporting and communication of EMEA team metrics and trends to senior Leadership in region and globally - Directly manage escalations from EMEA customers end-to-end - Jump in to help solve technical and non-technical customer tickets when there’s a spike in volume - Participate in the global
Requirements
- In today's world of endless apps and tabs, Notion provides one place for teams to get everything done, seamlessly connecting docs, notes, projects, calendar, and email—with AI built in to find answers and automate work.
- The successful candidate should have experience leading with data and
- experience managing high performing Enterprise, technical and non-technical teams of various levels.
- WHAT YOU'LL ACHIEVE: - Manage technical and non-technical resources in EMEA, and ensure KPI attainment within both technical, billing, and general support specialists - Collaborate closely with the Support Leads across the globe and User Operations leadership to ensure cohesive support operations across Notion’s global CX organization - Maintain excellent relationships with the Go-To-Market leadership team in region and ship process improvement to drive cross-functional collaboration and customer revenue
- experience in leading and managing a high performing customer support team - You have deep understanding of the nuance of managing product and technical support questions, and can apply that to improve the customer experience.
- experience in handling problems of Single Sign-On protocols (including OAuth, SAML, and SCIM) and Rest APIs - You have strong customer escalation management skills - You have strong data reporting and data analytics skills - You are able to guide a team to balance user expectations while understanding policies and compliance boundaries - You have strong organizational skills with the ability to manage multiple priorities in a dynamic environment - You have
- experience building robust and scalable processes spanning across go-to-market and technical teams - You don’t need to be an AI expert, but you’re curious and willing to adopt AI tools to work smarter and deliver better results.
- experience supporting a market at an early stage and/or being part of a startup team - You have