Head of Support, APAC at Notion

Sydney, New South Wales, Australia

Apply Now

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

Responsibilities

Design and own the long-term vision, strategy, and roadmap for Support in APAC, and build the organizational structure and leadership bench to deliver against it
Lead and develop a distributed regional support organization, ensuring clear accountability, effective communication, and strong engagement across locations
Manage and optimize technical and non-technical resources in APAC, 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
Lead and govern the launch and maturation of new languages and market segments in APAC, ensuring operational readiness, resourcing, and localization of support experiences
Architect and execute our upmarket strategy in APAC, 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
Sit on and help steer the APAC leadership team, representing CX and the Voice of the Customer and influencing regional priorities and investments
Identify, scope, and drive innovative cross-functional programs that solve ambiguous and open-ended agent and customer problems, from discovery through execution and measurement
Own and adapt CX processes, playbooks, and materials to meet regional needs, ensuring they reflect cultural nuances, regulatory requirements, and market dynamics
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

Skills

Key technologies and capabilities for this role

Customer ExperienceSupport StrategyTeam LeadershipData-Driven Decision MakingManager DevelopmentCross-Functional CollaborationAPAC MarketsOperating ModelGlobal Alignment

Questions & Answers

Common questions about this position

What is the work location and arrangement for this role?

The role is hybrid, requiring all team members to work from Notion offices on Mondays and Thursdays, designated as Anchor Days, with certain teams or positions possibly needing additional in-office days.

How much travel is required for the Head of Support, APAC role?

This role is expected to travel across APAC and globally up to 30% of the time.

What experience is required for this position?

The role requires extensive experience leading with data, entering and scaling new APAC markets, and developing managers and senior ICs into a high-performing, values-driven organization.

What does Notion's company culture emphasize?

Notion emphasizes in-person collaboration as essential to its culture, requiring office work on Anchor Days.

What makes a strong candidate for Head of Support, APAC?

A strong candidate has experience designing and owning support strategy, leading distributed teams across APAC hubs, scaling markets, and partnering cross-functionally to meet SLAs, KPIs, and customer needs.

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.

Land your dream remote job 3x faster with AI

Try Jobo Free