Product Support Specialist

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 OpenAI, Toyota, Figma, Ramp, 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

You will work closely with our enterprise customers and engineers to resolve the most complex issues. You will also help build out systems and processes to manage tasks from report to completion. You will problem solve with our technical teams and work to resolve as much as you can while scaling our systems and support processes.

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
• Work cross-functionally across engineering and product to build processes and manage issues.
• Develop deep product and platform expertise, diagnose and prevent recurring issues while contributing to feedback loops that improve both product quality and existing workflows.
• Manage to key performance metrics defined within the CX Team.
• Create and maintain internal knowledge libraries and contribute to the creation of user-facing content.
• Should be open to 24/5 shift model and participate in an on-call rotation to assist customers outside of normal working hours.
  

Skills You'll Need To Bring

• 3-5 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 review 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 optimizing 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.
• Ability to balance user expectations with policies and compliance boundaries. Ability to work under pressure while remaining focused and professional.
  

Nice To Haves

• Strong analytical skills with a passion for interpreting data to improve decision-making and outcomes.
• Experience with tools and technologies like Zendesk, SQL databases, APIs, AI tools.
  

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.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.