Product Support Manager
Notion is an AI workspace for capturing team knowledge, finding answers, and automating work with agents.
Funding history
About Notion
Notion Labs, Inc. operates a collaborative workspace that combines documents, knowledge management, databases, projects, search, and AI-enabled automation. Its developer platform provides an API for connecting workspaces to external tools and automating workflows.
Skills
Candidate Availability
Required and preferred rules are kept separate and reflect the wording in the original posting.
About the Role
You will lead and develop Product Support Specialists, manage executive escalations through resolution, and improve support operations. You will analyze data, report KPIs, coordinate process and tooling improvements across functions, and join the global incident on-call rotation.
Requirements
- 8+ years of product support experience at a software company
- 3+ years leading and managing a product support team
- Product support and executive escalation management expertise
- Log reading and basic debugging skills
- Knowledge of APIs, webhooks, OAuth, and SAML
- Data reporting and analytics skills
- Experience with Salesforce, Zendesk, Hex, and Looker
- Experience building scalable processes across go-to-market and technical teams
Responsibilities
- Lead and develop Product Support Specialists
- Manage executive-level product escalations end-to-end
- Improve support processes, policies, and tooling
- Analyze support data and drive continuous improvement
- Maintain and report KPIs
- Implement CX support process improvements
- Participate in the global incident on-call rotation