Head of Support, Notion

• 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
• 8-10 years of work experience building and leading a high performing technical support team with talent at various stages of their careers
• 2+ years leading the EMEA/ European market within a global CX team
• You have experience building robust and scalable processes spanning across go-to-market and technical teams
• You are able to draw market insights and adapt processes to represent the unique variation in the European market
• You have the ability to deep dive and own projects individually while also delegating and empowering team members to deliver
• You have strong executive presence and are able to influence both technical and non-technical audiences through data and analytics
• You are extremely user-focused, with a passion for solving hard problems that increase the user quality of life for customers
• You have strong analytical, debugging, and problem-solving skills
• You are able to analyze server and client application logs and identify the root cause of errors
• Strong data reporting and data analytics skills
• You are able to guide a team to balance user expectations while understanding policies and compliance boundaries

Desirable

• 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.
• Take over a regional support team, communicate a clear vision for the region, and hire key roles to support this vision
• Manage technical and non-technical resources in our EMEA region, and ensure KPI attainment within both technical and general support teams
• Set quarterly targets and partner with sales, success, and engineering to drive continuous improvement within the region
• Lead the launch of new languages and market segments in Europe
• Collaborate 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 reporting
• Sit on the EMEA leadership team and represent CX in region
• Propose and drive innovative cross-functional projects to solve ambiguous and open-ended agent and customer problems
• Own the translation of CX processes and materials to meet regional needs, taking cultural differences and regional priorities into account
• Participate in the global on-call rotation to cover incidents