Head of Support, AMER
Head of Support, AMER
Head of Support, AMER
Notion
Notion is seeking a Head of Support for the AMER region to lead and scale a high-impact team of technical and general support agents. This role involves designing the support strategy, collaborating with global teams, and ensuring alignment with the unique needs of AMER customers. The successful candidate will have extensive experience in customer experience leadership and will be responsible for driving performance and continuous improvement in the region.
Qualification
- Extensive experience in customer experience leadership, preferably in a technical support environment.
- Proven track record of scaling support teams and entering new markets in the AMER region.
- Strong analytical skills with the ability to lead with data and drive performance improvements.
- Experience in developing managers and senior individual contributors into high-performing teams.
- Ability to collaborate effectively with cross-functional teams and stakeholders.
Responsibility
- Design and own the long-term vision, strategy, and roadmap for Support in AMER.
- Lead and develop a distributed support organization, ensuring clear accountability and effective communication.
- Manage and optimize technical and non-technical resources in AMER, ensuring consistent attainment of SLAs and KPIs.
- Define, set, and continuously refine quarterly and annual targets in partnership with sales, success, product, and engineering leadership.
- Architect and execute the upmarket strategy in AMER, including developing Enterprise and Premium Support-specific strategies.
- Maintain and refine the rhythm of the business and global operating cadence in partnership with other market leads.
- Expand AMER support to new offices, leading workforce management.
