Notion Labs

1 month ago

Product Support Manager

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 12 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: 4.5

Website LinkedIn Glassdoor

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Notion Labs

1 month ago

Product Support Manager

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 12 hours agoStatus: Live

Job Summary

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: 4.5

Website LinkedIn Glassdoor