Support Manager, India Head

Notion is seeking a Support Manager, India Head, to build and lead a team of Enterprise Technical Support Agents in Hyderabad, India. This role involves implementing regional strategies, collaborating with global Customer Experience Managers, and leading cross-functional projects to improve agent and customer experience. The ideal candidate will have extensive experience leading with data and managing high-performing teams.

Responsibilities:

• Lead regional Technical and Enterprise Support Teams in India.
• Ensure consistent KPI attainment and develop strategies to solve performance challenges.
• Set quarterly targets and partner with sales, success, and engineering.
• Lead the launch of new Customer Experience programs in the region.
• Collaborate with other Customer Experience Managers and Revenue Operations.
• Represent CX on the India leadership team.
• Drive innovative cross-functional projects to solve agent and customer problems.
• Own the translation of CX processes and materials for regional needs.
• Participate in the global on-call rotation.

Requirements:

• 4-5 years of experience building and leading a high-performing technical support team.
• 12-15 years of experience in the software industry.
• Experience building robust and scalable processes.
• Ability to deep dive and own projects individually.
• Strong executive presence and ability to influence technical and non-technical audiences.
• User-focused with a passion for solving hard problems.
• Strong analytical, debugging, and problem-solving skills.
• Strong data reporting and data analytics skills.

The role offers:

• Opportunity to lead and build a team in a fast-growing company.
• Chance to collaborate with global teams and influence regional strategies.
• Exposure to innovative projects and the ability to solve complex problems.