Support Manager

About Us:

Notion helps you build beautiful tools for your life’s work. In today's world of endless apps and tabs, Notion provides one place for teams to get everything done, seamlessly connecting docs, notes, projects, calendar, and email—with AI built in to find answers and automate work. Millions of users, from individuals to large organizations like Toyota, Figma, and OpenAI, love Notion for its flexibility and choose it because it helps them save time and money.

In-person collaboration is essential to Notion's culture. We require all team members to work from our offices on Mondays and Thursdays, our designated Anchor Days. Certain teams or positions may require additional in-office workdays.

About The Role:

As a Support Manager, India Head will be responsible for building and leading a team of Enterprise Technical Support Agents in India. This includes building and implementing regional strategies as the CX leadership representative in region. You will collaborate closely with Global Customer Experience Managers to ensure a cohesive global operating cadence. This role will support the growth of CX within our India region, including leading cross-functional projects to improve agent and customer experience. The successful candidate should have extensive experience leading with data and experience managing a high-performing team of various levels.

What You'll Achieve:

• Lead regional Technical and Enterprise Support Teams in our India region, communicate a clear vision and strategy for the region, and hire key roles to support this vision

• Ensure consistent KPI attainment and develop strategies to solve for any regional performance challenges

• Set quarterly targets and partner with sales, success, and engineering to drive continuous improvement within the region

• Lead the launch of new Customer Experience programs in region

• Collaborate with the other Customer Experience Managers 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 India leadership team and represent CX in India

• 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:

• Atleast 4-5 years of work experience building and leading a high performing technical support team with talent at various stages of their careers

• Over all 12-15 years of working in experience in software Industry. 

• Experience building robust and scalable processes spanning across go-to-market and technical teams

• Ability to deep dive and own projects individually while also delegating and empowering team members to deliver

• Strong executive presence and are able to influence both technical and non-technical audiences through data and analytics

• Extremely user-focused, with a passion for solving hard problems that increase the user quality of life for customers

• Strong analytical, debugging, and problem-solving skills

• 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:

• Experience launching a SaaS product in new markets within a global company

• Strong knowledge of Linux, APIs, NoSQL, MySQL and similar open source technologies

• Knowledge of Single Sign-on including OAuth, SAML, and SCIM

• 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, color, 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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