Technical Support Manager, 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 Support Manager will be responsible for building and leading a team of technical and general support specialists in the EMEA region. You will report into the Head of Support, AMER & EMEA and collaborate closely with the CX regional Support Leads to ensure cohesive operations across EMEA. This role will support the growth of CX within EMEA, including leading cross-functional projects to improve agent and customer experience. The successful candidate should have experience leading with data and experience managing high performing Enterprise, technical and non-technical teams of various levels.

WHAT YOU'LL ACHIEVE

- Manage technical and non-technical resources in EMEA, and ensure KPI attainment within both technical, billing, and general support specialists

- Collaborate closely with the Support Leads across the globe and User Operations leadership to ensure cohesive support operations across Notion’s global CX organization

- Maintain excellent relationships with the Go-To-Market leadership team in region and ship process improvement to drive cross-functional collaboration and customer revenue outcomes

- Understand and improve CX processes and materials to meet needs, taking cultural differences and local priorities into account

- Proactively identify areas for improvement and own the implementation of necessary changes to CX support processes. Own, coordinate and ship process improvements in collaboration with the User Ops and CX Leadership

- 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 senior Leadership in region and globally

- Directly manage escalations from EMEA customers end-to-end

- Jump in to help solve technical and non-technical customer tickets when there’s a spike in volume

- Participate in the global on-call rotation to cover incidents

SKILLS YOU'LL NEED TO BRING

- 8+ years of work experience in customer support team of a software company

- 2+ years of work experience in leading and managing a high performing customer support team

- You have deep understanding of the nuance of managing product and technical support questions, and can apply that to improve the customer experience.

- You are deeply p