Technical Support Manager, EMEA

Stack

Responsibilities

• ▹Manage technical and non-technical resources in EMEA, ensuring KPI attainment across technical, billing, and general support
• ▹Collaborate closely with global Support Leads and User Operations leadership to ensure cohesive CX operations
• ▹Maintain excellent relationships with regional Go-To-Market leadership and ship process improvements that drive collaboration and revenue outcomes
• ▹Understand and improve CX processes and materials, taking cultural differences and local priorities into account
• ▹Proactively identify areas for improvement and own the implementation of changes to support processes
• ▹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 regional and global leadership
• ▹Directly manage escalations from EMEA customers end-to-end
• ▹Jump in to help solve technical and non-technical customer tickets during volume spikes
• ▹Participate in the global on-call rotation to cover incidents

Requirements

• ▹8+ years of work experience in a software company's customer support team
• ▹2+ years of experience leading and managing a high-performing customer support team
• ▹Deep understanding of the nuances of managing product and technical support questions
• ▹Passion for developing others, mentoring team members to reach their full potential
• ▹Strong user focus and passion for solving problems that improve customers' quality of life
• ▹Technical knowledge and/or experience with Single Sign-On protocols (OAuth, SAML, SCIM) and REST APIs
• ▹Strong customer escalation management skills
• ▹Strong data reporting and analytics skills
• ▹Ability to guide a team to balance user expectations with policy and compliance boundaries
• ▹Strong organizational skills, managing multiple priorities in a dynamic environment
• ▹Experience building robust, scalable processes spanning go-to-market and technical teams
• ▹Curiosity and willingness to adopt AI tools to work smarter

Nice to have

• ▹Previous experience supporting an early-stage market and/or being part of a startup team
• ▹Experience with SQL
• ▹Familiarity with and/or use of Notion

Soft skills

What we offer

• ▹Highly competitive cash compensation, equity, and benefits
• ▹Estimated base salary range of €98,000 - €133,000 per year

About the company

Notion is the collaborative AI workspace where teams and agents think together, bringing docs, projects, calendars, and email into one place with AI built in. Millions of users, from individuals to large organizations, run their work on Notion.