Notion
Customer Experience
ProductSupportManager
“Product Support Manager at Notion. Skills: Product support, Escalation management, Team leadership, Process improvement. Lead a team of Product Support Specialists. Collaborate with Hyderabad Site Lead”
What You'll Achieve.
Ensure cohesive product support operations; Drive timely and effective resolution; Ensure timely issue resolution; Ensure operational excellence; Ensure a seamless customer experience; Drive continuous improvement; Deliver better results using AI
Industry & Context.
Solving problems that increase user quality of life; Triage; Troubleshoot
Participate in the global on-call rotation
What They're Looking For.
Must Have
8+ years of work experience in Product support team of a software company, 3+ years of work experience in leading and managing a Product support team, deep understanding of the nuance of managing product support and executive escalations, extremely user-focused, deeply passionate about developing others, technical support foundations, including log reading and basic debugging, core API concepts, webhook fundamentals, and SSO basics (OAuth and SAML), Proficiency in incorporating AI into day-to-day work, Proven ability to triage, troubleshoot, and handle support tickets end-to-end, data reporting and data analytics skills, organizational skills with the ability to manage multiple priorities in a dynamic environment, Experience handling business intelligence tools and systems such as Salesforce, Zendesk, Hex, Looker, Experience building robust and scalable processes spanning across go-to-market and technical teams, Ability to deep dive and own projects individually while also delegating and empowering team members to deliver, curious and willing to adopt AI tools to work smarter and deliver better results
Nice to Have
Experience working in a fast-paced start-up environment, familiar with and/or a user of Notion
What You'll Do.
Lead a team of Product Support Specialists
Collaborate with Hyderabad Site Lead
Surface customer and product usage trends
Drive resolution for executive-level product escalations
Continuously improve global support and escalation processes
Support growth and maturity of product support programs
Partner with Product and Engineering teams
Refine support processes
Manage executive-level product escalations end-to-end
Analyze data regularly
Drive continuous improvement
Maintain and report on KPIs
Provide ad hoc reporting
Proactively identify areas for improvement
Own implementation of necessary changes
coordinate and ship process improvements
Influence on behalf of CX
Participate in global on-call rotation
How You'll Work.
Team & Collaboration
Collaborate closely with the Hyderabad Site Lead, regional Heads of Support, and User Operations leadership; Collaborate cross-functionally with Product, Engineering, and Customer Success teams; Coordinate with global product and engineering teams; Collaborate with User Ops; Influence on behalf of CX for cross-functionally owned processes and tools
Communication Scope
Clear written communication; Timely stakeholder updates
Process & Methodology
Manage multiple priorities in a dynamic environment, Ability to deep dive and own projects individually, Delegating and empowering team members
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