Product Support Manager

About this job

Notion is looking for a Product Support Manager to join its team in Hyderabad, India. Notion provides a collaborative AI workspace where teams and agents think together, combining knowledge, projects, meetings, and AI tools into one platform used by millions of individuals and companies. In this role, you will lead a team of Product Support Specialists in Hyderabad and work closely with the Hyderabad Site Lead, regional Heads of Support, and User Operations leadership to ensure smooth global support operations. A normal day for a Product Support Manager involves analyzing customer and product usage trends, managing executive-level product escalations, collaborating cross-functionally with Product and Engineering teams, and driving continuous improvement in global support processes, tooling, and KPIs.

Responsibilities

• Lead and manage a team of Product Support Specialists in Hyderabad.
• Collaborate with site leads, regional heads of support, and user operations leadership for cohesive operations.
• Manage executive-level product escalations end-to-end to drive timely resolution.
• Identify improvement areas and partner with Product and Engineering to refine support processes.
• Maintain and report on KPIs while analyzing data regularly for continuous improvement.
• Participate in the global on-call rotation to cover incidents.
• Own, coordinate, and ship process improvements across go-to-market and technical teams.

Requirements

• 8+ years of work experience in a product support team at a software company.
• 3+ years of work experience leading and managing a product support team.
• Strong technical support foundations including log reading, basic debugging, and core API concepts.
• Familiarity with webhook fundamentals and SSO basics like OAuth and SAML.
• Proficiency in incorporating AI into day-to-day work for troubleshooting and communication.
• Strong data reporting and data analytics skills.
• Experience handling business intelligence tools and systems such as Salesforce, Zendesk, Hex, and Looker.

Good to have

• Experience working in a fast-paced start-up environment.
• Familiarity with and/or being a user of Notion.

Who should apply

This role suits experienced professionals with a strong background in software product support and team leadership who want to shape the future of work at Notion in Hyderabad. Candidates must have extensive support management experience, technical foundations, and data analytics skills. This is not a fresher position, and applicants must meet the required years of software product support and management experience outlined in the listing.

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