Product Support Manager

Job description

WHO WE ARE Notion is the collaborative AI workspace where teams and agents think together https://www.youtube.com/watch?v=vkpYpWfEK5s. We're building one place where your knowledge, projects, meetings, and AI tools live side by side, so work is faster, clearer, and less fragmented. Millions of individuals, small teams, and large companies run their work on Notion. Notinos (our employees) are customer zero in bringing this future of work to life. We care about craft, building things that last, and the belief that great work is still fundamentally human. Our goal isn’t to ship the next feature. Each and every team of Notinos is working to set the standard for how humans work together in the AI era. From building a business’s system of record to making and managing AI agents to automating away the busy work, we care deeply about giving our customers more time for their life’s work. ABOUT THE ROLE: The Product Support Manager will be responsible for leading a team of Product Support Specialists in Hyderabad. You will collaborate closely with the Hyderabad Site Lead, regional Heads of Support, and User Operations leadership to ensure cohesive product support operations across the global team. This role will surface customer and product usage trends, drive resolution for executive-level product escalations, and continuously improve global support and escalation processes. The successful candidate should bring deep expertise in product support and escalation management, including experience driving process improvements and collaborating cross-functionally with Product, Engineering, and Customer Success teams. They will also have strong experience managing a high-performing team of product support specialists across multiple levels, ensuring timely issue resolution, operational excellence, and a seamless customer experience. WHAT YOU'LL ACHIEVE: - Collaborate closely with the Hyderabad Site Lead, regional Heads of Support, and User Operations leadership to ensure cohesive Product Support operations across the global organization. - This role will support the growth and maturity of product support programs by identifying areas of improvement, partnering with Product and Engineering teams to refine support processes, policies, and tooling, and serving as one of the drivers of product support excellence within Customer Experience (CX). - Manage executive-level product escalations end-to-end, including stakeholder communication, customer updates, and coordination with global product and engineering teams to drive timely and effective resolution. - The successful candidate should have deep product support expertise, strong experience driving process improvements, and a proven ability to collaborate cross-functionally, along with experience managing and developing high-performing teams of product support specialists across multiple levels. - Analyze data regularly and drive continuous improvement. - Maintain and report on KPIs and provide ad hoc reporting as necessary. - Proactively identify areas for improvement and own the implementation of necessary changes to CX support processes. Own, coordinate and ship process improvements in collaboration with the User Ops, and influence on behalf of CX for cross-functionally owned processes and tools. - Participate in the global on-call rotation to cover incidents. SKILLS YOU'LL NEED TO BRING: - 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. - You have deep understanding of the nuance of managing product support and executive escalations, and can apply that to improve the customer experience. - You are extremely user-focused, with a passion for solving problems that increase the user quality of life for customers. - You are deeply passionate about developing others, finding energy and purpose in mentoring team members to reach their full potential, and taking pride in seeing them thrive under your leadership. - Strong 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 (e.g., drafting and refining customer responses, summarizing context, analyzing trends, and accelerating troubleshooting) while applying strong judgment, privacy, and quality standards. - Proven ability to triage, troubleshoot, and handle support tickets end-to-end, including prioritization/severity judgment, clear written communication, and timely stakeholder updates. - You have strong data reporting and data analytics skills. - Strong 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. - You don’t need to be an AI expert, but you’re curious and willing to adopt AI tools to work smarter and deliver better results. NICE TO HAVES: - Experience working in a fast-paced start-up environment - You are familiar with and/or a user of Notion By clicking “Submit Application”, I understand and agree that Notion and its affiliates and subsidiaries will collect and process my information in accordance with Notion’s Global Recruiting Privacy Policy https://notion.notion.site/Notion-Global-Recruiting-Privacy-Policy-fc3eb4e829354a26a2bb6fd5e289b550. https://dev.notion.so/a3ce416456924276a59de91bca740028?pvs=21 #LI-Onsite A NOTE ON AI You don’t need deep AI expertise for every role, but we do expect every Notino to be intellectually curious, drawn to tinkering and discovery, and excited to use AI as a real collaborator in their work. For some roles, AI fluency is a core requirement — when that’s the case, we'll say so explicitly in the qualifications. People who thrive here don’t treat AI as a novelty. They use it to think better, and make their work easier for others to build on. EQUAL OPPORTUNITY & ACCOMMODATIONS We hire talented people from a wide range of backgrounds. If you’re excited about this role but don’t meet every bullet, we still encourage you to apply. Notion is an equal opportunity employer and does not discriminate on the basis of any legally protected characteristic. Consistent with applicable law, we will consider for employment qualified applicants with arrest and conviction records. Notion provides reasonable accommodations during the application process; if you need one, please let your recruiter know. Notion is proud to be an equal opportunity employer. We do not discriminate in hiring or any employment decision based on race, color, religion, national origin, age, sex (including pregnancy, childbirth, or related medical conditions), marital status, ancestry, physical or mental disability, genetic information, veteran status, gender identity or expression, sexual orientation, or other applicable legally protected characteristic. Notion considers qualified applicants with criminal histories, consistent with applicable federal, state and local law. Notion is also committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, please let your recruiter know.