Notion · 1 month ago
Head of Support, AMER
San Francisco, California
Full-time
Onsite
Director/Executive
$220K/yr - $260K/yr
8+ years expNotion is a company that helps teams build beautiful tools for their work, offering a seamless connection of various applications. The Head of Support, AMER will be responsible for designing and executing the support strategy for the region, leading a high-impact team, and ensuring alignment with global standards while addressing the unique needs of AMER customers.
AppsCollaborationProduct ManagementReal TimeSoftware
Responsibilities
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
Qualification
Required
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
Preferred
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
Benefits
Highly competitive cash compensation
Equity
Benefits
Company
Notion
Notion is a workspace platform that offers note-taking, collaboration, task management, wikis, and databases.
501-1000 employees
H1B Sponsorship
Notion has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (31)
2024 (23)
2023 (9)
2022 (22)
2021 (7)
2020 (2)
Funding
Current Stage
Late StageTotal Funding
$343.2MKey Investors
Index VenturesFirst Round Capital
2025-12-15Secondary Market
2021-10-08Series C· $275M
2020-04-02Series B· $50M
Leadership Team
Akshay Kothari
COO
Ha Nguyen
Global Head of Demand Generation
Recent News
TechRadar.com
2026-01-04
Company data provided by crunchbase