management
Posted Feb 12Head of Support, AMER
at Notion
San Francisco, United StatesRemote
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.
- experience leading with data, entering and scaling new AMER markets, and developing managers and senior ICs into a consistently high-performing, values-driven organization.
- This role might be required to travel across NAMER.
- experience building, scaling, and leading high-performing technical support organizations, including leaders and ICs at various stages of their careers - 4+ years owning and leading the AMER market within a global CX or Support organization - Demonstrated ability to design, implement, and scale robust cross-functional processes spanning go-to-market and technical teams - Proven track record of using data and market insights to shape strategy, influence senior stakeholders, and adapt operations to represent
- Experience designing customer and ticket journeys spanning from Tier 0 - AI generated self-serve support to highest point of escalation - Ability to analyze server and client application logs and identify the root cause of errors - Advanced data reporting and data analytics skills, with
- experience defining and monitoring the metrics that matter at regional and global levels - Ability to guide and coach teams to balance user expectations with policies, compliance boundaries, and business constraints - 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 NICE TO HAVES: -
- Experience launching and scaling a SaaS product in new markets within a global company - Strong knowledge of Linux, APIs, NoSQL, MySQL and similar open source technologies - Knowledge of Single Sign-on including OAuth, SAML, and SCIM -
- Experience writing or reviewing scripts using one or more of the following languages: Python, Java, Javascript, or Typescript - Familiarity with Notion as a product and platform - Knowledge of AI-native Support tools and genAI chatbots We hire talented and passionate people from a variety of backgrounds because we want our global employee base to represent the wide diversity of our customers.
Benefits
- As the senior CX leader in-region, you will set the vision, define the operating model, and drive execution in close partnership with Global CX, AMER CS and Sales Leadership and the Regional GMs.