- Communicate clear vision and purpose, helping to draw the connection between Scalable Support and our broader company goals.
- Build and shape the future of our Scalable Support function, aligning the goals and strategies of our Enablement, Education and one-to-many tooling teams, ensuring we are focused on crafting premium self-service experiences for our customers.
- Improve deflection and customer education through effective self-serve, educational content strategy, and other key initiatives, ensuring that we provide a stellar experience throughout the entire customer journey.
- Partner with Business Technology on strategic direction and implementation of automation tooling (i.e. AI chatbots, Zendesk triggers, etc.) to improve our contact flow and help our customers self-solve with ease.
- Establish a governance and roadmap with our Product & Engineering team working on our core and AI product to ensure a seamless user experience across the board.
- Help to drive forward our localization strategies, ensuring our teams are prepared to scale globally.
- Define, implement, and report on key performance metrics for Scalable Support, surfacing meaningful insights to our broader Product Support organization and cross functional partners.
- Coach and develop our current leaders with a focus on leadership skills and career development.
- 10+ years of work experience with 4+ years experience leading high-performing support teams and developing leaders across multiple geographical locations.
- 2+ years of experience as a second-line manager
- Experience building high-performing help centers and education content programs
- Experience with Generative AI for CX (chatbot, conversation design, etc)
- Experience developing KPIs, with an eye towards continuously improving the customer experience
- Experience operating in a fast-paced, rapidly changing environment
- Familiarity with design processes and tools
- Strong technical capability and written communication skills, and a proven ability to turn complex ideas into easily understood concepts.
- A demonstrated understanding of people leadership with a strong passion for building effective teams and developing talent.
- Experience managing BPO Vendor Support Operations
Head of Scaled Support Operations - New York, United States - Notion
Description
About Us:
We're on a mission to make it possible for every person, team, and company to be able to tailor their software to solve any problem and take on any challenge. Computers may be our most powerful tools, but most of us can't build or modify the software we use on them every day. At Notion, we want to change this with focus, design, and craft.
We've been working on this together since 2016, and have customers like Pixar, Mitsubishi, Figma, Plaid, Match Group, and thousands more on this journey with us. Today, we're growing fast and excited for new teammates to join us who are the best at what they do. We're passionate about building a company as diverse and creative as the millions of people Notion reaches worldwide.
Notion is an in person company, and currently requires its employees to come to the office for two Anchor Days (Mondays & Thursdays) and requests that employees spend the majority of their week in the office (including a third day).
About The Role:
The Head of Scaled Support Operations will be responsible for shaping the future of the Scalable Support function. This includes aligning the goals and strategies of the Enablement and Operations teams to provide premium self-service experiences, along with driving the Tier 1 support strategy. The role involves improving self-service rate and customer education, partnering on the implementation of automation tools, driving localization strategies, and reporting on key performance metrics. The successful candidate should have extensive experience leading high-performing support teams, building help centers, working with Generative AI for customer experience, and developing KPIs.
What You'll Achieve:
Skills You'll Need to Bring:
Nice to Haves:
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 you're excited about a role but your past experience doesn't align perfectly with every bullet point listed in the job description, we still encourage you to apply. If you're a builder at heart, share our company values, and enthusiastic about making software toolmaking ubiquitous, we want to hear from you.
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.
Notion is committed to providing highly competitive cash compensation, equity, and benefits. The compensation offered for this role will be based on multiple factors such as location, the role's scope and complexity, and the candidate's experience and expertise, and may vary from the range provided below. For roles based in San Francisco or New York City, the estimated base salary range for this role is $200,000 - $270,000 per year.
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