Head of , AMER

Head of Support, AMER at Notion

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Notion helps you build beautiful tools for your life’s work. In today's world of endless apps and tabs, Notion provides one place for teams to get everything done, seamlessly connecting docs, notes, projects, calendar, and email—with 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.

In-person collaboration is essential to Notion's culture. We require all team members to work from our offices on Mondays and Thursdays, our designated Anchor Days. Certain teams or positions may require additional in-office workdays.

The Head of Support, AMER will design and own the strategy for leading and scaling a high-impact team of technical and general support agents across two hubs in AMER. As the senior CX leader in-region, you will set the vision, define the operating model, and drive execution in close partnership with Global CX, AMER CS and Sales Leadership and the Regional GMs.

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 AMER customers.

You will collaborate closely with the APAC and EMEA Heads of Support to define and maintain a cohesive global operating cadence. You will champion and accelerate the growth of CX within our AMER region, including leading cross-functional initiatives that elevate both the agent and customer experience. The successful candidate will bring extensive experience leading with data, entering and scaling new AMER markets, and developing managers and senior ICs into a consistently high-performing, values-driven organization.

This role might require travel across NAMER.

• Design and own the long-term vision, strategy, and roadmap for Support in AMER, and build the organizational structure and leadership bench to deliver against it
• Lead and develop a distributed support organization, ensuring clear accountability, effective communication, and strong engagement across locations
• Manage and optimize technical and non-technical resources in AMER, 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
• Architect and execute our upmarket strategy in AMER, including developing and scaling Enterprise and Premium Support-specific 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
• Expand AMER support to new offices, leading workforce management, implementation and establishing hiring profiles, career ladders, etc.
• Represent the Voice of the Customer and influence Product & Engineering roadmap, working closely with User Operations
• Identify, scope, and drive innovative cross-functional programs that solve ambiguous and open-ended agent and customer problems, from discovery through execution and measurement
• Provide executive-level oversight of major incidents and participate in the global on-call rotation to cover incidents, ensuring high-quality communication and follow-through with customers and stakeholders
• Act as a senior CX point of contact for customer sales conversations, escalations, complaints, etc. as well as for internal stakeholders conversations

• 8–10 years of progressive leadership experience building, scaling, and leading high-performing technical support organizations, including leaders and ICs at various stages of their careers
• 4+ years owning and leading the AMER market within a global CX or Support organization
• Demonstrated ability to design, implement, and scale robust cross-functional processes spanning go-to-market and…