Notion - Product Support Manager

• 8+ years of work experience in Product support team of a software company. • 3+ years of work experience in leading and managing a Product support team. • You have deep understanding of the nuance of managing product support and executive escalations, and can apply that to improve the customer experience. • You are extremely user-focused, with a passion for solving problems that increase the user quality of life for customers. • You are deeply passionate about developing others, finding energy and purpose in mentoring team members to reach their full potential, and taking pride in seeing them thrive under your leadership. • Strong technical support foundations, including log reading and basic debugging, core API concepts, webhook fundamentals, and SSO basics (OAuth and SAML). • Proficiency in incorporating AI into day-to-day work (e.g., drafting and refining customer responses, summarizing context, analyzing trends, and accelerating troubleshooting) while applying strong judgment, privacy, and quality standards. • Proven ability to triage, troubleshoot, and handle support tickets end-to-end, including prioritization/severity judgment, clear written communication, and timely stakeholder updates. • You have strong data reporting and data analytics skills. • Strong organizational skills with the ability to manage multiple priorities in a dynamic environment. • Experience handling business intelligence tools and systems such as Salesforce, Zendesk, Hex, Looker. • Experience building robust and scalable processes spanning across go-to-market and technical teams. • Ability to deep dive and own projects individually while also delegating and empowering team members to deliver. • 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. • Experience working in a fast-paced start-up environment • You are familiar with and/or a user of Notion • By clicking “Submit Application”, I understand and agree that Notion and its affiliates and subsidiaries will collect and process my information in accordance with Notion’s Global Recruiting Privacy Policy. • A Note on AI • You don’t need deep AI expertise for every role, but we do expect every Notino to be intellectually curious, drawn to tinkering and discovery, and excited to use AI as a real collaborator in their work. For some roles, AI fluency is a core requirement — when that’s the case, we'll say so explicitly in the qualifications. People who thrive here don’t treat AI as a novelty. They use it to think better, and make their work easier for others to build on. • Equal Opportunity & Accommodations