Product Support Manager - Notion

Who We Are

Notion is the collaborative AI workspace where teams and agents think together. We're building one place where your knowledge, projects, meetings, and AI tools live side by side. Our goal is to set the standard for how humans work together in the AI era.

About the Role

The Product Support Manager will lead a team of Product Support Specialists in Hyderabad. You will collaborate with the Hyderabad Site Lead, regional Heads of Support, and User Operations leadership to ensure cohesive product support operations. This role is pivotal in surfacing product usage trends, driving executive-level escalations, and improving global support processes.

What You'll Achieve

• Leadership: Manage and develop a high-performing team of product support specialists across multiple levels.
• Operations: Collaborate with global leadership to ensure operational excellence and cohesive support programs.
• Escalation Management: Own executive-level product escalations end-to-end, coordinating with Product and Engineering teams for resolution.
• Process Improvement: Identify areas for improvement in CX support processes and tools; own the implementation of necessary changes.
• Data & Reporting: Maintain and report on KPIs; analyze data to drive continuous improvement.
• Incident Response: Participate in the global on-call rotation.

Skills You'll Need

• 8+ years of experience in a software company's product support team.
• 3+ years of experience leading and managing a product support team.
• Strong technical foundations: log reading, debugging, core API concepts, webhooks, and SSO (OAuth/SAML).
• Proficiency in using AI tools to accelerate troubleshooting, summarize context, and draft responses.
• Experience with BI tools such as Salesforce, Zendesk, Hex, and Looker.
• Strong data analytics and reporting skills.
• Ability to manage multiple priorities in a fast-paced, dynamic environment.

Nice to Haves

• Experience in a fast-paced start-up environment.
• Familiarity with or active usage of Notion.

A Note on AI

We expect every Notino to be intellectually curious and excited to use AI as a collaborator. You don't need to be an AI expert, but you should be drawn to tinkering and discovery to work smarter.