Back
Head of Support, APAC
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.
About The Role
The Head of Support, APAC will design and own the strategy for leading and scaling a high-impact team of technical and general support leaders and agents across multiple hubs in APAC. 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 Leadership and the Regional GM.
You will collaborate closely with the AMER and EMEA Heads of Support to define and maintain a cohesive global operating cadence. This role is expected to travel across APAC and globally up to 30% of the time.
What You'll Achieve
Design and own the long-term vision, strategy, and roadmap for Support in APAC
Lead and develop a distributed regional support organization
Lead and govern the launch and maturation of new languages and market segments in APAC
Architect and execute our upmarket strategy in APAC, including Enterprise and Premium Support
Sit on and help steer the APAC leadership team, representing CX and the Voice of the Customer
Own and adapt CX processes, playbooks, and materials to meet regional needs
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 APAC market within a global CX or Support organization
Experience designing customer and ticket journeys from Tier 0 - AI self-serve to highest escalation
Advanced data reporting and data analytics skills
Nice to Haves
Experience launching and scaling a SaaS product in new markets
Knowledge of AI-native Support tools and genAI chatbots
Familiarity with Notion as a product and platform
