Support Lead, Japan

ABOUT US: We're on a mission to make it possible for every person, team, and company to be able to tailor their software to solve any problem and take on any challenge. Computers may be our most powerful tools, but most of us can't build or modify the software we use on them every day. At Notion, we want to change this with focus, design, and craft. We've been working on this together since 2016, and have customers like OpenAI, Toyota, Figma, Ramp, and thousands more on this journey with us. Today, we're growing fast and excited for new teammates to join us who are the best at what they do. We're passionate about building a company as diverse and creative as the millions of people Notion reaches worldwide. Notion is an in person company, and currently requires its employees to come to the office for three Anchor Days (Mondays, Tuesdays & Thursdays) and requests that employees spend the majority of their week in the office. ABOUT THE ROLE: The Support Lead, Japan will be responsible for building and leading a team of Premium Support, Enterprise Support and general support specialists in Japan. You will collaborate closely with the Head of Support, APAC to ensure a cohesive operations in Japan. This role will support the growth of CX within Japan, including leading cross-functional projects to improve agent and customer experience. The successful candidate should have experience leading with data, familiarity with managing Japanese Enterprise customers, and managing a high-performing team of various levels. WHAT YOU'LL ACHIEVE: - Manage technical and non-technical resources in Japan, and ensure KPI attainment within both technical and general support teams - Understand and improve CX processes and materials to meet needs, taking cultural differences and local priorities into account - Collaborate closely with other GTM leaders in Japan, to align on the market strategy and to translate it into concrete actions and initiatives for CX - Analyze data regularly and drive continuous improvement for the Japan market - Handle and manage customer escalations from Japanese users - Jump in to help solving customer problems when there’s a spike in volume - Represent CX at local QBRs and Kickoffs in Japan - Participate in the global on-call rotation to cover incidents SKILLS YOU'LL NEED TO BRING: - 12+ years of work experience in customer support team of a software company - 5+ years of work experience in leading and managing a customer support team - You have deep understanding of the uniqueness of the Japanese market and customers, and can apply that to improve local customer experience - You are extremely user-focused, with a passion for solving problems that increase the user quality of life for customers - You have technical knowledge and/or experience in handling problems of Single Sign-On protocols (including OAuth, SAML, and SCIM) and Rest APIs - You have strong customer escalation management skills - 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 - You have strong data reporting and data analytics skills - You are able to guide a team to balance user expectations while understanding policies and compliance boundaries - You have native fluency in Japanese, and a fluent communicator in English - 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 - 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. #LI-Onsite