Product Support Manager
Core
Leading a team of Product Support Specialists to manage executive-level escalations, drive process improvements, and ensure operational excellence for Notion's global customer base.
Role type
Senior Product Support Manager (Team Lead)
Builds
Cohesive global product support operations and improved CX processes
Domain
SaaS / AI Workspace / Customer Experience
Deliverable
dashboards & analysis
Required skills
Team leadership and development, Executive escalation management, Process improvement and optimization, Cross-functional collaboration, Data analytics and reporting, Technical troubleshooting foundations (API, webhooks, SSO), AI tool adoption for support workflows, Stakeholder communication, Business intelligence tools (Salesforce, Zendesk, Looker)
Preferred skills
Startup environment experience, Notion product familiarity
Technologies
Salesforce, Zendesk, Hex, Looker
Responsibilities
Manage executive-level product escalations end-to-end, Lead and develop high-performing support teams, Drive continuous improvement of support processes and tooling, Analyze data to identify trends and report on KPIs, Collaborate with Product and Engineering to refine support policies, Participate in global on-call rotation for incidents
Seniority
Senior, hands-on IC with team leadership
