Technical Support Manager, EMEA

Notion Labs
Dublin
Workplace: HybridFull timeFunction: Customer Support (Service Desk)Experience: 8+ yearsSkills: ["Leadership","Customer focus","Data analysis","Problem-solving","Communication"]

Lead a team of technical and general support specialists across the EMEA region to deliver data-driven CX improvements, optimize cross-functional support operations, and manage escalations. Collaborate with global CX and Go-To-Market stakeholders, own process improvements, and drive customer revenue outcomes while balancing policy and cultural considerations. Proactively analyze metrics and scale resilient support processes.

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Notion Labs
Notion Labs
3 months ago

Technical Support Manager, EMEA

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Source: Company careers pageValidated by: Fursa AI
Last checked: 2 hours agoStatus: Live

Job Summary

Lead a team of technical and general support specialists across the EMEA region to deliver data-driven CX improvements, optimize cross-functional support operations, and manage escalations. Collaborate with global CX and Go-To-Market stakeholders, own process improvements, and drive customer revenue outcomes while balancing policy and cultural considerations. Proactively analyze metrics and scale resilient support processes.
Location: Dublin
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Manager level

Key Responsibilities

  • •Build and lead a cross-functional CX team in the EMEA region (technical and non-technical) and ensure KPI attainment across technical, billing, and general support areas
  • •Collaborate with global Support Leads and User Operations to ensure cohesive CX operations across Notion’s global organization
  • •Own CX process improvements and drive cross-functional collaboration with Go-To-Market and CX leadership
  • •Analyze team and customer data, report metrics to regional and global leadership, and drive continuous improvement
  • •Directly manage escalations from EMEA customers end-to-end and assist with spikes in ticket volume while participating in on-call rotation

Key Requirements

  • •8+ years of experience in a software company customer support team
  • •2+ years of experience leading and managing a high-performing customer support team
  • •Deep understanding of product and technical support issues to improve customer experience
  • •Ability to mentor and develop team members to reach their potential
  • •Technical knowledge in handling Single Sign-On protocols (OAuth, SAML, SCIM) and REST APIs
Experience:8+ yearsSaaSSoftware
Skills:LeadershipCustomer focusData analysisProblem-solvingCommunication
Tech Stack:OAuthSAMLSCIMREST APIsSQLNotion

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
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