Product Support Manager
Notion
Hyderabad, IndiaPosted 1 month ago
Skill Required
Customer ExperienceProduct ManagertroubleshootingEngineeringSalesforcedevelopingdebugginganalyticsbuildingwrittenLookerOAuthSassIAMandGoAIFulltime
Key highlights
- 8+ years of product support experience required.
- 3+ years of experience leading and managing a product support team required.
- Responsible for managing executive‑level product escalations end‑to‑end.
- Strong technical support foundation covering log reading, debugging, APIs, webhooks, and SSO (OAuth/SAML).
- Participates in a global on‑call rotation for incident coverage.
- Preferred experience in a fast‑paced startup environment and familiarity with Notion.
Role overview
The Product Support Manager will lead a team of Product Support Specialists in Hyderabad, working closely with the Hyderabad Site Lead, regional Heads of Support, and User Operations leadership to ensure cohesive global product support operations. The role drives product support excellence by identifying improvement areas, managing executive‑level escalations, analyzing data, and continuously refining support processes, policies, and tooling in partnership with Product, Engineering, and Customer Success teams.
Responsibilities
- Lead a team of Product Support Specialists in Hyderabad.
- 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.
- 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.
- 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.
- Mentor and develop team members, fostering a high‑performing environment.
Requirements
- 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.
- Deep understanding of the nuance of managing product support and executive escalations, and can apply that to improve the customer experience.
- Extremely user‑focused, with a passion for solving problems that increase the user quality of life for customers.
- 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.
- 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.
- Curious and willing to adopt AI tools to work smarter and deliver better results.
Nice to have
- Experience working in a fast‑paced start‑up environment.
- Familiarity with and/or a user of Notion.
Additional details
- 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, 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.
- 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.
- #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.