Product Support Specialist

About Us
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.

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.

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