Product Support Specialist, NAMER
: Job Details :

We're on a mission to make it possible for every person, team, and company 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:

As a Product Support Specialist at Notion, you will play a key role in driving improvements to our support processes, product quality, and operational efficiency. This role goes beyond addressing escalated customer questions—it's about strategically enhancing the way we scale our support operations. You'll take ownership of complex technical user issues and collaborate across teams, including Engineering, Product, and Customer Experience, to resolve them efficiently and effectively.

You'll leverage your technical expertise, particularly in analyzing trends and reports to identify and address root causes of customer escalations. Your ability to work cross-functionally will ensure that customer feedback translates into actionable improvements, not only for support processes but also for the broader product experience. In this role, you'll help drive continuous improvements that contribute to better customer experiences, optimize key metrics like Customer Satisfaction (CSAT), and maintain fast response times as we continue to scale.

What You'll Achieve:

• Resolve customer issues leveraging your technical expertise and act as the primary point of escalation for our external support teams.
• Reproduce customer issues, perform initial triage and file software defects and feedback with Engineering.
• Manage key performance metrics defined within the Customer Experience Team such as Customer Satisfaction (CSAT), and SLA compliance.
• Create and refine internal and external documentation to empower users with self-service options, reducing reliance on support teams and enhancing overall efficiency.
• Develop deep product and platform expertise, working cross-functionally with Engineering, Product, and Operations teams to diagnose and prevent recurring issues while contributing to feedback loops that improve both product quality and existing workflows.
• Participate in an on-call rotation to assist customers outside of normal working hours.

Skills You'll Need to Bring:

• 5+ years in a support capacity focusing on escalated issue and/or technical troubleshooting. A track record of contributing to performance metrics like customer satisfaction and response time.
• Exceptional problem-solving skills capable of diagnosing complex technical issues, querying data, and reviewing product logs. You can drive problems to resolution efficiently and effectively.
• Proven ability to collaborate with cross-functional partners (i.e. Engineering, Product, and Operations) to drive long-term solutions and ensure customer feedback informs product improvements.
• Experience contributing or owning projects to optimize processes, workflows, and support operations that drive performance improvements. You have strong organizational skills to manage multiple tasks in a fast-paced environment.
• Excellent written and verbal communication skills. You are capable of distilling complex, technical material to non-technical audiences.
• You are able to work under pressure and remain focused, confident, and professional.
• You are able to collaborate effectively with peers and across teams that are located in multiple offices.

Nice to Haves:

• Experience working with external support vendors.
• Strong analytical skills with a passion for interpreting data to improve decision-making and outcomes.
• Experience with tools and technologies like Salesforce, Zendesk, SQL databases, APIs, and/or LLMs.

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.

NYC + SF Roles

Roles without incentive compensation:

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 $105,000 - $120,000 per year.

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