Technical Support Manager (SaaS)

TL;DR

Technical Support Manager (SaaS): Leading and growing a team of technical and general support specialists in the EMEA region with an accent on KPI attainment and cross-functional process improvement. Focus on managing complex escalations, optimizing CX workflows, and integrating technical solutions like SSO and APIs.

Location: Hybrid in Dublin, Ireland. Must work from office on Mondays, Tuesdays, and Thursdays (Anchor Days)

Company

Notion provides a connected workspace for teams to manage docs, notes, projects, and calendar with integrated AI capabilities.

What you will do

• Lead technical and non-technical support resources in EMEA to ensure KPI attainment across billing and general support.
• Collaborate with global Support Leads and User Operations to maintain cohesive CX operations.
• Ship process improvements to drive cross-functional collaboration and improve customer revenue outcomes.
• Analyze team and customer data to drive continuous improvement within the EMEA Direct Support team.
• Directly manage complex customer escalations end-to-end.
• Participate in the global on-call rotation to cover incidents.

Requirements

• 8+ years of work experience in customer support within a software company.
• 2+ years of experience leading and managing high-performing support teams.
• Technical proficiency in SSO protocols (OAuth, SAML, SCIM) and Rest APIs.
• Strong skills in data reporting and analytics.
• Experience building scalable processes across go-to-market and technical teams.
• Must be based in or able to work from the Dublin, Ireland office.

Nice to have

• Previous experience in early-stage startups.
• Proficiency with SQL.
• Experience as a Notion user.

Culture & Benefits

• Culture centered on in-person collaboration with designated Anchor Days.
• Commitment to a diverse and inclusive global workforce.
• Exposure to and adoption of AI tools to optimize workflows.