Product Support Manager

Notion Labs, Inc.

Job Overview

Location

Hyderabad, India

Job Type

Full-time

Full Job Description

📋 Description

• Lead a team of Product Support Specialists in Hyderabad, ensuring operational excellence and timely resolution of customer issues across global product support operations.
• Collaborate closely with the Hyderabad Site Lead, regional Heads of Support, and User Operations leadership to align global product support strategies and maintain cohesive customer experience standards.
• Manage executive-level product escalations end-to-end, including stakeholder communication, customer updates, and coordination with global Product and Engineering teams to drive timely, effective resolutions.
• Identify, analyze, and act on customer and product usage trends to improve support processes, reduce recurrence of issues, and enhance overall customer satisfaction.
• Own the design, implementation, and continuous improvement of CX support processes in partnership with User Operations, Product, and Engineering teams.
• Maintain and report on key performance indicators (KPIs) for product support, delivering regular and ad hoc analytics to inform decision-making and process optimization.
• Proactively identify gaps in support tooling, policies, and workflows, and lead cross-functional initiatives to implement scalable, sustainable improvements.
• Participate in the global on-call rotation to respond to critical product incidents and ensure 24/7 coverage for high-priority customer issues.
• Apply strong technical support foundations, including reading logs, understanding core API concepts, webhook fundamentals, and SSO basics (OAuth and SAML), to troubleshoot complex customer issues.
• Leverage AI tools daily to draft and refine customer responses, summarize context, analyze support trends, and accelerate troubleshooting while upholding privacy and quality standards.
• Utilize business intelligence platforms such as Salesforce, Zendesk, Hex, and Looker to extract insights, track performance, and drive data-informed support strategies.
• Triaging, prioritizing, and resolving support tickets with clear written communication, accurate severity judgment, and timely stakeholder updates.
• Mentor and develop high-performing product support specialists across multiple experience levels, fostering growth, accountability, and career progression.
• Build robust, scalable processes that span technical and go-to-market teams to support Notion’s growing global user base.
• Balance individual project ownership with effective delegation, empowering team members to deliver high-quality outcomes while maintaining oversight and alignment.
• Maintain a deep user-focused mindset, prioritizing solutions that improve the quality of life for customers and enhance their experience with Notion’s platform.
• Stay curious and adopt AI tools as collaborators to think better, move faster, and build more creatively—without requiring deep AI expertise.
• Contribute to a culture of craftsmanship, humanity, and long-term impact by setting standards for how modern teams integrate humans and AI in work execution.

🎯 Requirements

• 8+ years of work experience in a Product Support team at a software company
• 3+ years of experience leading and managing a Product Support team
• Deep understanding of managing product support escalations and improving customer experience
• Strong technical support foundations including log reading, API concepts, webhooks, and SSO (OAuth/SAML)
• Proficiency in business intelligence tools such as Salesforce, Zendesk, Hex, or Looker
• Proven ability to analyze data, drive process improvements, and manage multiple priorities in a dynamic environment

🏖️ Benefits

• Opportunity to work with a globally recognized product used by millions, including companies like Toyota, Figma, and OpenAI
• Collaborative, human-centered culture focused on craftsmanship and long-term impact
• In-office work required on Mondays, Tuesdays, and Thursdays (Anchor Days) at the Hyderabad office
• Exposure to cutting-edge AI tools integrated into daily workflows as collaborative partners

Skills & Technologies

OAuth

Onsite

Ready to Apply?

Apply Externally

You will be redirected to an external site to apply.

Notion Labs, Inc.

Visit Website

About Notion Labs, Inc.

Notion Labs, Inc. develops a unified workspace platform that combines documents, databases, kanban boards, calendars, and wikis. Headquartered in San Francisco, the company offers collaborative tools for teams and individuals to plan, write, organize, and share knowledge. The software integrates with third-party services and supports real-time editing, templates, and permissions management. Founded in 2013, it serves global users across education, technology, and enterprise sectors, aiming to replace fragmented productivity apps with a single, modular environment.

View Company Profile

Get more remote jobs like this

Subscribe to the weekly newsletter for similar remote roles and curated hiring updates.

Weekly remote jobs and featured talent.

No spam. Only curated remote roles and product updates. You can unsubscribe anytime.