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Head of Support, AMER
Full-time
About Us
Notion helps you build beautiful tools for your life's work. In today's world of endless apps and tabs, Notion provides one place for teams to get everything done, seamlessly connecting docs, notes, projects, calendar, and email—with AI built in to find answers and automate work. Millions of users, from individuals to large organizations like Toyota, Figma, and OpenAI, love Notion for its flexibility.
About the Role
The Head of Support, AMER will design and own the strategy for leading and scaling a high-impact team of technical and general support agents across two hubs in AMER. As the senior CX leader in-region, you will set the vision, define the operating model, and drive execution in close partnership with Global CX, AMER CS and Sales Leadership and the Regional GMs.
You will collaborate closely with the APAC and EMEA Heads of Support to define and maintain a cohesive global operating cadence. You will champion and accelerate the growth of CX within our AMER region.
What You'll Achieve
Design and own the long-term vision, strategy, and roadmap for Support in AMER
Lead and develop a distributed support organization
Manage and optimize technical and non-technical resources, ensuring consistent attainment of SLAs and KPIs
Architect and execute our upmarket strategy in AMER, including Enterprise and Premium Support
Represent the Voice of the Customer and influence Product & Engineering roadmap
Identify, scope, and drive innovative cross-functional programs
Provide executive-level oversight of major incidents
Skills You'll Need
8–10 years of progressive leadership experience in technical support organizations
4+ years owning and leading the AMER market within a global CX or Support organization
Proven track record of using data and market insights to shape strategy
Experience designing customer and ticket journeys spanning from Tier 0 - AI generated self-serve support to highest point of escalation
Advanced data reporting and data analytics skills
Nice to Haves
Experience launching and scaling a SaaS product in new markets
Strong knowledge of Linux, APIs, NoSQL, MySQL
Knowledge of AI-native Support tools and genAI chatbots
