Support Lead, Korea

Job Description

Notion is seeking a Support Lead in Korea to build and lead a team of technical and general support specialists. The Support Lead will collaborate with the Head of Support, APAC, to ensure cohesive operations in Korea and support the growth of CX within the region. This role involves leading cross-functional projects to improve agent and customer experience, managing Korean Enterprise customers, and leading a high-performing team.Responsibilities:

• Manage technical and non-technical resources in Korea.
• Improve CX processes and materials, considering cultural differences.
• Collaborate with GTM leaders in Korea to align on market strategy.
• Analyze data and drive continuous improvement for the Korean market.
• Handle customer escalations from Korean users.
• Represent CX at local QBRs and Kickoffs in Korea.
• Participate in the global on-call rotation to cover incidents.

Requirements:

• 8+ years of experience in customer support for a software company.
• 2+ years of experience leading a customer support team.
• Deep understanding of the Korean market and customers.
• User-focused with a passion for solving problems.
• Technical knowledge of Single Sign-On protocols and Rest APIs.
• Strong customer escalation management skills.
• Passion for developing and mentoring team members.
• Strong data reporting and analytics skills.
• Native fluency in Korean and fluent in English.

The role offers:

• Opportunity to lead and develop a support team in a growing market.
• Chance to improve customer experience and processes.
• Collaboration with cross-functional teams.