Product Support Specialist, Notion

• 5+ years in a support capacity focusing on escalated issue and/or technical troubleshooting. A track record of contributing to performance metrics like customer satisfaction and response time
• Exceptional problem-solving skills capable of diagnosing complex technical issues, querying data, and review product logs. You can drive problems to resolution efficiently and effectively
• Proven ability to collaborate with cross-functional partners (i.e. Engineering, Product, and Operations) to drive long-term solutions and ensure customer feedback informs product improvements
• Experience contributing or owning projects to optimizing processes, workflows, and support operations that drive performance improvements. You have strong organizational skills to manage multiple tasks in a fast-paced environment
• Excellent written and verbal communication skills**.** You are capable of distilling complex, technical material to non-technical audiences
• You are able to work under pressure and remain focused, confident, and professional
• You are able to collaborate effectively with peers and across teams that are located in multiple offices

Desirable

• As a Product Support Specialist at Notion, you will play a key role in driving improvements to our support processes, product quality, and operational efficiency
• This role goes beyond addressing escalated customer questions—it’s about strategically enhancing the way we scale our support operations
• You’ll take ownership of complex technical user issues and collaborate across teams, including Engineering, Product, and Customer Experience, to resolve them efficiently and effectively
• You’ll leverage your technical expertise, particularly in analyzing trends and reports to identify and address root causes of customer escalations
• Your ability to work cross-functionally will ensure that customer feedback translates into actionable improvements, not only for support processes but also for the broader product experience
• In this role, you'll help drive continuous improvements that contribute to better customer experiences, optimize key metrics like Customer Satisfaction (CSAT), and maintain fast response times as we continue to scale
• Resolve customer issues leveraging your technical expertise and act as the primary point of escalation for our external support teams
• Reproduce customer issues, perform initial triage and file software defects and feedback with Engineering
• Manage to key performance metrics defined within the Customer Experience Team such as Consumer Satisfaction (CSAT), and SLA compliance
• Create and refine internal and external documentation to empower users with self-service options, reducing reliance on support teams and enhancing overall efficiency
• Develop deep product and platform expertise, working cross-functionally with Engineering, Product, and Operations teams to diagnose and prevent recurring issues while contributing to feedback loops that improve both product quality and existing workflows
• Participate in an on-call rotation to assist customers outside of normal working hours