Head of Support, AMER at Notion

San Francisco, California, United States

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Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, SaaSIndustries

Requirements

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
Extensive experience leading with data
Experience entering and scaling new AMER markets
Experience developing managers and senior ICs into a consistently high-performing, values-driven organization
Ability to travel across NAMER as required
In-person collaboration on Mondays and Thursdays (Anchor Days), with potential additional in-office days depending on team or position

Responsibilities

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 the 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
Collaborate closely with APAC and EMEA Heads of Support to define and maintain a cohesive global operating cadence
Champion and accelerate the growth of CX within the AMER region, including leading cross-functional initiatives that elevate both the agent and customer experience

Skills

Key technologies and capabilities for this role

Customer Support StrategyTeam LeadershipCX LeadershipData-Driven Decision MakingOrganizational ScalingCross-Functional CollaborationManager DevelopmentOperating Model DesignGlobal AlignmentCustomer Experience Optimization

Questions & Answers

Common questions about this position

What is the work arrangement or location policy for this role?

Notion requires all team members to work from offices on Mondays and Thursdays, designated as Anchor Days, with certain teams or positions possibly requiring additional in-office days. In-person collaboration is essential to the company's culture.

What salary or compensation is offered for the Head of Support role?

This information is not specified in the job description.

What experience and skills are required for this position?

The role requires extensive experience leading with data, entering and scaling new AMER markets, and developing managers and senior ICs into a high-performing, values-driven organization. Leadership in designing support strategy, managing distributed teams, and partnering cross-functionally with sales, success, product, and engineering is essential.

What is Notion's company culture like?

Notion emphasizes in-person collaboration as essential to its culture, requiring office work on Anchor Days. The environment focuses on building high-performing, values-driven organizations.

What makes a strong candidate for the Head of Support, AMER role?

A strong candidate has extensive experience leading with data, scaling support in new AMER markets, developing leadership talent, and driving cross-functional strategies for enterprise support while aligning with global standards.

Notion

Versatile productivity and collaboration platform

About Notion

Notion is a workspace platform designed to enhance productivity and collaboration for a wide range of users, from startups to large enterprises. It combines various tools into a single platform, allowing teams to write, plan, and share their work efficiently. Users can start with a free version and upgrade to paid plans as their needs grow. Key features include customizable notes and documents, project management tools, and a drag-and-drop interface for easy page creation. Notion also includes an AI-powered Q&A feature that provides instant answers to user queries, helping to centralize knowledge. The platform supports multiple languages and has a strong global community that contributes content and organizes events.

San Francisco, CaliforniaHeadquarters

2016Year Founded

$325.9MTotal Funding

LATE_VCCompany Stage

Enterprise Software, AI & Machine LearningIndustries

5,001-10,000Employees

Benefits

Medical, dental & vision insurance

PTO

Mental health & wellbeing package

Parental leave

Fertility coverage

Retirement matching

Commuter benefits

Monthly stipend

Risks

Increased competition from AI-enhanced tools like Evernote.

Potential trust issues with AI features due to factual inaccuracies.

User resistance to adopting new productivity tools.

Differentiation

Notion combines note-taking, task management, and databases into a single platform.

The platform offers customizable workspaces for personal and collaborative use.

Notion AI assists with tasks like text generation and predictive analytics.

Upsides

Integration with Slack and Google Drive enhances workflow automation.

Acquisition of Skiff strengthens Notion's privacy offerings.

Standalone apps like Notion Calendar expand Notion's modular productivity solutions.

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