Head Of Support, Emea

We're on a mission to make it possible for every person, team, and company to be able to tailor their software to solve any problem and take on any challenge. Computers may be our most powerful tools, but most of us can't build or modify the software we use on them every day. At Notion, we want to change this with focus, design, and craft.
We've been working on this together since 2016, and have customers like Pixar, Mitsubishi, Figma, Plaid, Match Group, and thousands more on this journey with us. Today, we're growing fast and excited for new teammates to join us who are the best at what they do. We're passionate about building a company as diverse and creative as the millions of people Notion reaches worldwide.
Notion is an in person company, and currently requires its employees to come to the office for two Anchor Days (Mondays & Thursdays) and requests that employees spend the majority of their week in the office (including a third day).
About The Role:The Head of Support, EMEA will be responsible for building and leading a team of technical and general support agents in EMEA. This includes building and implementing regional strategies as the CX leadership representative in region. You will collaborate closely with the AMER and APAC heads of support to ensure a cohesive global operating cadence. This role will support the growth of CX within our EMEA region, including leading cross-functional projects to improve agent and customer experience. The successful candidate should have extensive experience leading with data, familiarity launching in new European markets, and experience managing a high-performing team of various levels.
What You'll Achieve:Take over a regional support team, communicate a clear vision for the region, and hire key roles to support this visionManage technical and non-technical resources in our EMEA region, and ensure KPI attainment within both technical and general support teamsSet quarterly targets and partner with sales, success, and engineering to drive continuous improvement within the regionLead the launch of new languages and market segments in EuropeCollaborate with the other market leads and revenue operations to define the rhythm of the business and global operating cadence to ensure consistency in information sharing and reportingSit on the EMEA leadership team and represent CX in regionPropose and drive innovative cross-functional projects to solve ambiguous and open-ended agent and customer problemsOwn the translation of CX processes and materials to meet regional needs, taking cultural differences and regional priorities into accountParticipate in the global on-call rotation to cover incidentsSkills You'll Need to Bring:8-10 years of work experience building and leading a high performing technical support team with talent at various stages of their careers2+ years leading the EMEA/ European market within a global CX teamYou have experience building robust and scalable processes spanning across go-to-market and technical teamsYou are able to draw market insights and adapt processes to represent the unique variation in the European marketYou have the ability to deep dive and own projects individually while also delegating and empowering team members to deliverYou have strong executive presence and are able to influence both technical and non-technical audiences through data and analyticsYou are extremely user-focused, with a passion for solving hard problems that increase the user quality of life for customersYou have strong analytical, debugging, and problem-solving skillsYou are able to analyze server and client application logs and identify the root cause of errorsStrong data reporting and data analytics skillsYou are able to guide a team to balance user expectations whileunderstanding policies and compliance boundariesNice to Haves:You have experience launching a SaaS product in new markets within a global companyYou have strong knowledge ofLinux, APIs, NoSQL, MySQL and similar open source technologiesYou have knowledge of Single Sign-on including OAuth, SAML, and SCIMYou are familiar with NotionWe 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, colour, 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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Notion is an in person company, and currently requires its employees to come to the office for two Anchor Days (Mondays & Thursdays) and requests that employees spend the majority of their week in the office (including a third day). Notion reserves the right to adjust these requirements, and wants to ensure that you understand that we prioritize your presence for the magic of in person collaboration. Notion will consider requests for accommodation to this policy, and, upon request, will work with employees to explore a reasonable accommodation for physical or mental disabilities or other reasons recognized by applicable law.Please confirm that you have read and understand Notion's in office requirements and policy. * Select...
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