Head of Support, AMER

ABOUT US: Notion helps you build beautiful tools for your life’s work. In today's world of endless apps and tabs, Notion provides one place for teams to get everything done, seamlessly connecting docs, notes, projects, calendar, and email—with AI built in to find answers and automate work. Millions of users, from individuals to large organizations like Toyota, Figma, and OpenAI, love Notion for its flexibility and choose it because it helps them save time and money. In-person collaboration is essential to Notion's culture. We require all team members to work from our offices on Mondays, Tuesdays, and Thursdays, our designated Anchor Days. Certain teams or positions may require additional in-office workdays. ABOUT THE ROLE: 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. 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. This role might be required to travel across NAMER. WHAT YOU'LL ACHIEVE: - 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 SKILLS YOU'LL NEED TO BRING: - 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 NICE TO HAVES: - Experience launching and scaling a SaaS product in new markets within a global company - Strong knowledge of Linux, APIs, NoSQL, MySQL and similar open source technologies - Knowledge of Single Sign-on including OAuth, SAML, and SCIM - Experience writing or reviewing scripts using one or more of the following languages: Python, Java, Javascript, or Typescript - Familiarity with Notion as a product and platform - Knowledge of AI-native Support tools and genAI chatbots 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. Notion is proud to be an equal opportunity employer. We do not discriminate in hiring or any employment decision based on race, color, religion, national origin, age, sex (including pregnancy, childbirth, or related medical conditions), marital status, ancestry, physical or mental disability, genetic information, veteran status, gender identity or expression, sexual orientation, or other applicable legally protected characteristic. Notion considers qualified applicants with criminal histories, consistent with applicable federal, state and local law. Notion is also committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, please let your recruiter know. Notion is committed to providing highly competitive cash compensation, equity, and benefits. The compensation offered for this role will be based on multiple factors such as location, the role’s scope and complexity, and the candidate’s experience and expertise, and may vary from the range provided below. For roles based in San Francisco, the estimated base salary range for this role is $220,000-260,000 per year. 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 https://notion.notion.site/Notion-Global-Recruiting-Privacy-Policy-fc3eb4e829354a26a2bb6fd5e289b550?pvs=74 and NYLL 144 https://notion.notion.site/Ashby-AI-Bias-Audit-2b0efdeead05803bbbfae159ec86c528. #LI-Onsite