Head of Support, Notion

• The successful candidate will bring extensive experience leading with data, entering and scaling new AMER markets, and developing managers and senior ICs into a consistently high-performing, values-driven organization
• 8–10 years of progressive leadership experience building, scaling, and leading high-performing technical support organizations, including leaders and ICs at various stages of their careers
• 4+ years owning and leading the AMER market within a global CX or Support organization
• Demonstrated ability to design, implement, and scale robust cross-functional processes spanning go-to-market and technical teams
• Proven track record of using data and market insights to shape strategy, influence senior stakeholders, and adapt operations to represent the unique variation in the AMER market
• Ability to independently own, scope, and drive complex, multi-quarter initiatives while also delegating and empowering leaders and team members to deliver results
• Strong executive presence with the ability to influence and align technical and non-technical audiences of all levels through clear narratives and data-driven recommendations
• Deep user-centric mindset with a passion for designing experiences that materially improve customer quality of life
• Strong analytical, debugging, and problem-solving skills, with experience interrogating data and systems to identify and resolve root causes
• Experience designing customer and ticket journeys spanning from Tier 0 - AI generated self-serve support to highest point of escalation
• Ability to analyze server and client application logs and identify the root cause of errors
• Advanced data reporting and data analytics skills, with experience defining and monitoring the metrics that matter at regional and global levels
• Ability to guide and coach teams to balance user expectations with policies, compliance boundaries, and business constraints
• You don’t need to be an AI expert, but you’re curious and willing to adopt AI tools to work smarter and deliver better results
• We hire talented and passionate people from a variety of backgrounds because we want our global employee base to represent the wide diversity of our customers. If you’re excited about a role but your past experience doesn’t align perfectly with every bullet point listed in the job description, we still encourage you to apply. If you’re a builder at heart, share our company values, and enthusiastic about making software toolmaking ubiquitous, we want to hear from you

Desirable

• The Head of Support, AMER will design and own the strategy for leading and scaling a high-impact team of technical and general support agents across two hubs in AMER
• As the senior CX leader in-region, you will set the vision, define the operating model, and drive execution in close partnership with Global CX, AMER CS and Sales Leadership and the Regional GMs
• You will shape and govern the regional support strategy end to end, ensuring it aligns with our global standards while reflecting the unique needs of AMER customers
• You will collaborate closely with the APAC and EMEA Heads of Support to define and maintain a cohesive global operating cadence
• You will champion and accelerate the growth of CX within our AMER region, including leading cross-functional initiatives that elevate both the agent and customer experience
• Design and own the long-term vision, strategy, and roadmap for Support in AMER, and build the organizational structure and leadership bench to deliver against it
• Lead and develop a distributed support organization, ensuring clear accountability, effective communication, and strong engagement across locations
• Manage and optimize technical and non-technical resources in AMER, ensuring consistent attainment of SLAs and KPIs across both technical and general support teams
• Define, set, and continuously refine quarterly and annual targets; partner with sales, success, product, and engineering leadership to drive sustained performance and continuous improvement in the region
• Architect and execute our upmarket strategy in AMER, including developing and scaling Enterprise and Premium Support-specific strategies, processes, and policies
• Maintain and refine the rhythm of the business and global operating cadence in partnership with other market leads and revenue operations, ensuring consistency in information sharing, forecasting, and reporting
• Expand AMER support to new offices, leading workforce management, implementation and establishing hiring profiles, career ladders, etc
• Represent the Voice of the Customer and influence Product & Engineering roadmap, working closely with User Operations
• Identify, scope, and drive innovative cross-functional programs that solve ambiguous and open-ended agent and customer problems, from discovery through execution and measurement
• Provide executive-level oversight of major incidents and participate in the global on-call rotation to cover incidents, ensuring high-quality communication and follow-through with customers and stakeholders
• Act as a senior CX point of contact for customer sales conversations, escalations, complaints, etc. as well as for internal stakeholders conversations