Head of Support, AMER & EMEA

WHO WE ARE

Notion is the collaborative AI workspace where teams and agents think together https://www.youtube.com/watch?v=vkpYpWfEK5s. We're building one place where your knowledge, projects, meetings, and AI tools live side by side, so work feels faster, clearer, and less fragmented. Millions of individuals, small teams, and large companies run their work on Notion.

Notinos (our employees) are customer zero in bringing this future of work to life. We care about craft, humanity, and building things that last — not just shipping the next feature, but setting a standard for how modern teams (with humans and agents working together) think and execute.

ABOUT THE ROLE

The Head of Support, AMER & EMEA will design and own the strategy for leading and scaling a high-impact team of technical and general support agents across five hubs in North America and Europe. As the senior CX leader overseeing these regions, you will set the vision, define the operating model, and drive execution in close partnership with Global CX, CS and Sales Leadership and the Regional GMs. You will shape and govern the regional support strategies end to end, ensuring it aligns with our global standards while reflecting the unique needs of AMER & EMEA customers.

You will collaborate closely with the Head of Support, APAC and the Global Head of CX to define and maintain a cohesive global operating cadence. You will champion and accelerate the growth of CX within our AMER & EMEA region, including leading cross-functional initiatives that elevate both the agent and customer experience. The successful candidate will bring extensive experience leading with data, entering and scaling new western markets, and developing managers and senior ICs into a consistently high-performing, values-driven organization.

This role will be require to travel across NAMER and Europe and to work across different timezones.

WHAT YOU'LL ACHIEVE

- Design and own the long-term vision, strategy, and roadmap for Support in AMER and EMEA, and build the organizational structures and leadership bench to deliver against it

- Lead and develop a distributed support organization, ensuring clear accountability, effective communication, and strong engagement across locations

- Manage and optimize technical and non-technical resources in AMER and EMEA, ensuring consistent attainment of SLAs and KPIs across both technical and general support teams

- Define, set, and continuously refine quarterly and annual targets; partner with sales, success, product, and engineering leadership to drive sustained performance and continuous improvement in the region

- Architect and execute our upmarket strategy in AMER and EMEA, including developing and scaling Enterprise and Premium Support-specific strategies, processes, and policies

- Maintain and refine the rhythm of the business and global operating cadence in partnership with other market leads and revenue operations, ensuring consistency in information sh