Head of Support, EMEA

About Us:

We're on a mission to make it possible for every person, team, and company to be able to tailor their software to solve any problem and take on any challenge. Computers may be our most powerful tools, but most of us can't build or modify the software we use on them every day. At Notion, we want to change this with focus, design, and craft.

We've been working on this together since 2016, and have customers like Pixar, Mitsubishi, Figma, Plaid, Match Group, and thousands more on this journey with us. Today, we're growing fast and excited for new teammates to join us who are the best at what they do. We're passionate about building a company as diverse and creative as the millions of people Notion reaches worldwide.

Notion is an in person company, and currently requires its employees to come to the office for two Anchor Days (Mondays & Thursdays) and requests that employees spend the majority of their week in the office (including a third day).

About The Role:

The Head of Support, EMEA will be responsible for building and leading a team of technical and general support agents in EMEA. This includes building and implementing regional strategies as the CX leadership representative in region. You will collaborate closely with the AMER and APAC heads of support to ensure a cohesive global operating cadence. This role will support the growth of CX within our EMEA region, including leading cross-functional projects to improve agent and customer experience. The successful candidate should have extensive experience leading with data, familiarity launching in new European markets, and experience managing a high-performing team of various levels.

What You'll Achieve:

• Take over a regional support team, communicate a clear vision for the region, and hire key roles to support this vision
• Manage technical and non-technical resources in our EMEA region, and ensure KPI attainment within both technical and general support teams
• Set quarterly targets and partner with sales, success, and engineering to drive continuous improvement within the region
• Lead the launch of new languages and market segments in Europe
• Collaborate with the other market leads and revenue operations to define the rhythm of the business and global operating cadence to ensure consistency in information sharing and reporting
• Sit on the EMEA leadership team and represent CX in region
• Propose and drive innovative cross-functional projects to solve ambiguous and open-ended agent and customer problems
• Own the translation of CX processes and materials to meet regional needs, taking cultural differences and regional priorities into account
• Participate in the global on-call rotation to cover incidents

Skills You'll Need to Bring:

• 8-10 years of work experience building and leading a high performing technical support team with talent at various stages of their careers
• 2+ years leading the EMEA/ European market within a global CX team
• You have experience building robust and scalable processes spanning across go-to-market and technical teams
• You are able to draw market insights and adapt processes to represent the unique variation in the European market
• You have the ability to deep dive and own projects individually while also delegating and empowering team members to deliver
• You have strong executive presence and are able to influence both technical and non-technical audiences through data and analytics
• You are extremely user-focused, with a passion for solving hard problems that increase the user quality of life for customers
• You have strong analytical, debugging, and problem-solving skills
• You are able to analyze server and client application logs and identify the root cause of errors
• Strong data reporting and data analytics skills
• You are able to guide a team to balance user expectations while understanding policies and compliance boundaries

Nice to Haves:

• You have experience launching a SaaS product in new markets within a global company
• You have strong knowledge of Linux, APIs, NoSQL, MySQL and similar open source technologies
• You have knowledge of Single Sign-on including OAuth, SAML, and SCIM
• You have knowledge and experience writing scripts using one or more of the following languages - Python, Java, Javascript, or Typescript
• You are familiar with Notion

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. If you’re excited about a role but your past experience doesn’t align perfectly with every bullet point listed in the job description, we still encourage you to apply. If you’re a builder at heart, share our company values, and enthusiastic about making software toolmaking ubiquitous, we want to hear from you.

Notion is proud to be an equal opportunity employer. We do not discriminate in hiring or any employment decision based on race, colour, religion, national origin, age, sex (including pregnancy, childbirth, or related medical conditions), marital status, ancestry, physical or mental disability, genetic information, veteran status, gender identity or expression, sexual orientation, or other applicable legally protected characteristic. Notion considers qualified applicants with criminal histories, consistent with applicable federal, state and local law. Notion is also committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, please let your recruiter know.

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