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Head of Support, AMER

NotionSan Francisco, California
On-site FullTime

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Qualifications

Proven track record of leadership in customer support, with extensive experience in scaling teams and entering new markets. Strong analytical skills and data-driven mindset. Exceptional communication abilities and experience collaborating across departments. Demonstrated success in nurturing high-performing teams and fostering a values-driven culture. Willingness to travel as needed.

About the job

About Us:

At Notion, we empower individuals and teams to create beautiful tools for their life's work. In a landscape filled with countless applications, Notion serves as a central hub where productivity thrives—integrating documentation, notes, projects, calendars, and emails, all enhanced by AI for smarter automation and insights. Our platform is trusted by millions, including industry leaders like Toyota, Figma, and OpenAI, who appreciate our flexibility and efficiency in saving them time and resources.

We believe that in-person collaboration is crucial to our vibrant culture. Therefore, all team members are expected to work from our San Francisco office on Mondays, Tuesdays, and Thursdays—our designated Anchor Days. Certain teams or roles may require additional in-office presence.

About the Role:

As the Director of Customer Support for the Americas region, you will architect and lead the strategy for a dynamic team of technical and general support agents across two operational hubs. As a key leader in customer experience (CX) within the region, you will define the vision, establish the operational framework, and drive implementation in collaboration with Global CX, AMER Customer Success and Sales leaders, and Regional General Managers. You will take charge of the regional support strategy from inception to execution, ensuring alignment with our global standards while adapting to the specific needs of our AMER clientele.

You will work closely with the Heads of Support for APAC and EMEA to maintain a unified global operational rhythm. Your leadership will be instrumental in nurturing and enhancing the customer experience within AMER, overseeing cross-functional initiatives that improve both agent and customer satisfaction. The ideal candidate will possess significant experience in data-driven leadership, break into and expand AMER markets, and develop managers and senior individual contributors into a high-performing, values-centric organization.

Travel across North America may be required.

Your Key Achievements:

  • Craft and own the long-term vision, strategy, and roadmap for Support in AMER, establishing the organizational structure and leadership needed to achieve it.

  • Lead and cultivate a distributed support organization, ensuring accountability, effective communication, and strong engagement across various locations.

  • Oversee and optimize technical and non-technical resources in AMER, achieving consistent performance against SLAs and KPIs across all support teams.

  • Establish, monitor, and continuously refine quarterly and annual performance targets; collaborate with sales, success, product, and engineering teams to drive sustained improvements.

About Notion

Notion is a leading productivity platform that revolutionizes the way individuals and teams work. With millions of users globally, our all-in-one workspace integrates various tools to streamline workflows and enhance collaboration. We are committed to fostering a collaborative and innovative work environment where creativity thrives.

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