Technical Support Manager, EMEA

Stack

Responsibilities

• ▹Manage technical and non-technical resources in EMEA, ensuring KPI attainment
• ▹Collaborate with global Support Leads and User Operations leadership for cohesive CX operations
• ▹Maintain relationships with regional Go-To-Market leadership, ship process improvements
• ▹Improve CX processes and materials, accounting for cultural differences and local priorities
• ▹Proactively identify areas for improvement and own implementation of changes to support processes
• ▹Analyze team and customer data regularly, drive continuous improvement in EMEA Direct Support
• ▹Own reporting and communication of EMEA team metrics to regional and global leadership
• ▹Directly manage escalations from EMEA customers end-to-end
• ▹Jump in to help solve tickets during volume spikes
• ▹Participate in the global on-call rotation to cover incidents

Requirements

• ▹8+ years of experience in customer support at a software company
• ▹2+ years of experience leading a high-performing customer support team
• ▹Deep understanding of nuances in managing product and technical support
• ▹Passion for developing others, mentoring team members
• ▹Strong user focus and problem-solving mindset
• ▹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 balancing user expectations with compliance boundaries
• ▹Strong organizational skills, managing multiple priorities in a dynamic environment
• ▹Experience building robust, scalable processes across go-to-market and technical teams
• ▹Openness to adopting AI tools

Nice to have

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

Soft skills

What we offer

• ▹Estimated base salary: EUR 98,000-133,000 per year

About the company

Notion is the collaborative AI workspace where teams and agents think together — one place for knowledge, projects, meetings, and AI tools. Millions of individuals, small teams, and large companies run their work on Notion.