Product Support Manager

Notion Labs
Hyderabad
Workplace: HybridFull timeFunction: Communications, PR & CommunitySkills: ["Customer focus","Leadership","Mentoring","Data analytics","Communication"]

Lead a Hyderabad-based product support team for a SaaS company, driving cross-functional initiatives with Product, Engineering, and Customer Success to improve support processes, escalate and resolve executive-level issues, and deliver data-driven improvements to customer experience on a global scale.

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FursaFursa
Notion Labs
Notion Labs
3 months ago

Product Support Manager

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Source: Company careers pageValidated by: Fursa AI
Last checked: 3 hours agoStatus: Live

Job Summary

Lead a Hyderabad-based product support team for a SaaS company, driving cross-functional initiatives with Product, Engineering, and Customer Success to improve support processes, escalate and resolve executive-level issues, and deliver data-driven improvements to customer experience on a global scale.
Location: Hyderabad
Workplace: Hybrid
Employment Type: Full time
Job Function: Communications, PR & Community
Seniority: Manager level

Key Responsibilities

  • •Collaborate with the Hyderabad Site Lead, regional Heads of Support, and User Operations leadership to ensure cohesive product support operations across the global organization.
  • •Drive growth and maturity of product support programs by identifying areas for improvement and partnering with Product and Engineering to refine processes, policies, and tooling.
  • •Manage executive-level product escalations end-to-end, including stakeholder communication and coordinating with global product and engineering teams for timely resolution.
  • •Analyze data regularly, maintain KPIs, and provide ad hoc reporting to inform decision-making and continuous improvement.
  • •Own, coordinate, and implement CX support process improvements with User Ops, influence cross-functional processes and tools, and participate in global on-call rotations.

Key Requirements

  • •8+ years of work experience in a product support team within a software company.
  • •3+ years of experience in leading and managing a product support team.
  • •Deep expertise in product support and executive escalations, with ability to improve the customer experience.
  • •Strong user-focused mindset with a passion for mentoring team members to reach their full potential.
  • •Experience with data reporting and data analytics tools (e.g., Salesforce, Zendesk, Hex, Looker) or related BI platforms.
Experience:SaaS
Skills:Customer focusLeadershipMentoringData analyticsCommunication
Tech Stack:API conceptsWebhookSSO (OAuth, SAML)SalesforceZendeskHexLookerAI tools

Company Brief

Notion Labs
Notion builds a customizable all-in-one workspace for notes, docs, databases, and collaboration, now adding AI-powered features and enterprise capabilities to serve teams and organizations worldwide.
Industry: Enterprise Software
Company Size: Large (251 to 1,000 employees)
Revenue: USD 500M to 1B
Growth: Scaleup
Valuation: Unicorn (USD 1B+)
Funding: Series C
Headquarters: San Francisco, United States
Founded: 2016
Glassdoor
Glassdoor: 4.5
WebsiteLinkedInGlassdoor