Job Title

Head of Support, APAC Notion helps you build beautiful tools for your lifes work. In todays world of endless apps and tabs, Notion provides one place for teams to get everything done, seamlessly connecting docs, notes, projects, calendar, and emailwith AI built in to find answers and automate work. Millions of users, from individuals to large organizations like Toyota, Figma, and OpenAI, love Notion for its flexibility and choose it because it helps them save time and money. About the Role The Head of Support, APAC will design and own the strategy for leading and scaling a highimpact team of technical and general support leaders and agents across multiple hubs in APAC. As the senior CX leader inregion, 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 shape and govern the regional support strategy end to end, ensuring it aligns with our global standards while reflecting the unique needs of APAC customers. You will collaborate closely with the AMER and EMEA Heads of Support to define and maintain a cohesive global operating cadence. The role is expected to travel across APAC and globally up to 30% of the time. What Youll Achieve Design and own the longterm vision, strategy, and roadmap for Support in APAC, and build the organizational structure and leadership bench to deliver against it. Lead and develop a distributed regional support organization, ensuring clear accountability, effective communication, and strong engagement across locations. Manage and optimise technical and nontechnical resources in APAC, ensuring consistent attainment of SLAs and KPIs across both technical and general support teams. Define, set, and continuously refine quarterly and annual targets; partner with sales, success, product, and engineering leadership to drive sustained performance and continuous improvement in the region. Lead and govern the launch and maturation of new languages and market segments in APAC, ensuring operational readiness, resourcing, and localisation of support experiences. Architect and execute our upmarket strategy in APAC, including developing and scaling Enterprise and Premium Supportspecific strategies, processes, and policies. Maintain and refine the rhythm of the business and global operating cadence in partnership with other market leads and revenue operations, ensuring consistency in information sharing, forecasting, and reporting. Represent CX on the APAC leadership team, voicing customer insights and influencing regional priorities and investments. Identify, scope, and drive innovative crossfunctional programmes that solve ambiguous and openended agent and customer problems, from discovery through execution and measurement. Own and adapt CX processes, playbooks, and materials to meet regional needs, ensuring they reflect cultural nuances, regulatory requirements, and market dynamics. Provide executivelevel oversight of major incidents and participate in the global oncall rotation to cover incidents, ensuring highquality communication and followthrough with customers and stakeholders. Skills Youll Need To Bring 810 years of progressive leadership experience building, scaling, and leading highperforming technical support organisations. 4+ years owning and leading the APAC market within a global CX or Support organisation. Demonstrated ability to design, implement, and scale robust crossfunctional processes spanning gotomarket and technical teams. Proven track record of using data and market insights to shape strategy, influence senior stakeholders, and adapt operations to represent the unique variation in the APAC market. Ability to independently own, scope, and drive complex, multiquarter initiatives while delegating and empowering leaders and team members to deliver results. Strong executive presence with the ability to influence and align technical and nontechnical audiences of all levels through clear narratives and datadriven recommendations. Deep usercentric mindset with a passion for designing experiences that materially improve customer quality of life. Strong analytical, debugging, and problemsolving skills, with experience interrogating data and systems to identify and resolve root causes. Experience designing customer and ticket journeys spanning from Tier0 AIgenerated selfserve support to the highest point of escalation. Ability to analyse server and client application logs and identify the root cause of errors. Advanced data reporting and analytics skills, with experience defining and monitoring the metrics that matter at regional and global levels. Ability to guide and coach teams to balance user expectations with policies, compliance boundaries, and business constraints. Nice To Haves Experience launching and scaling a SaaS product in new markets within a global company. Strong knowledge of Linux, APIs, NoSQL, MySQL and similar open source technologies. Knowledge of Single Signon including OAuth, SAML, and SCIM. Experience writing or reviewing scripts using one or more of the following languages: Python, Java, Javascript, or Typescript. Familiarity with Notion as a product and platform. Knowledge of AInative Support tools and generative AI chatbots. We hire talented and passionate people from a variety of backgrounds because we want our global employee base to represent the wide diversity of our customers. If youre excited about a role but your past experience doesnt align perfectly with every bullet point listed in the job description, we still encourage you to apply. If youre a builder at heart, share our company values, and enthusiastic about making software toolmaking ubiquitous, we want to hear from you. Notion is an equalopportunity 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. By clicking Submit Application, I understand and agree that Notion and its affiliates and subsidiaries will collect and process my information in accordance with Notions Global Recruiting Privacy Policy. #J-18808-Ljbffr