Job Overview
Location
Tokyo, Japan
Job Type
Full-time
Category
HR & Recruiting
Date Posted
April 15, 2026
Full Job Description
📋 Description
- • As Support Lead, Japan, you will build and lead a team of Premium Support, Enterprise Support, and general support specialists in Japan, playing a critical role in scaling Notion’s customer experience operations in one of its key international markets.
- • You will manage technical and non-technical resources, drive KPI attainment, analyze support data to improve processes, handle customer escalations, and represent CX at local business reviews while participating in the global on-call rotation.
- • You will collaborate closely with the Head of Support, APAC and other GTM leaders in Japan to align market strategy with actionable CX initiatives, ensuring cultural and local priorities are embedded in support operations.
- • This role offers the opportunity to develop a high-performing team, mentor specialists across levels, and shape the future of customer support in Japan through data-driven improvements and cross-functional leadership.
🎯 Requirements
- • 12+ years of work experience in customer support at a software company
- • 5+ years of experience leading and managing a customer support team
- • Native fluency in Japanese and fluent communication in English
- • Deep understanding of the Japanese market and customers, with ability to apply insights to improve local CX
- • Strong data reporting and analytics skills to drive continuous improvement
- • Proven ability to manage customer escalations and guide teams in balancing user expectations with policies and compliance
🏖️ Benefits
- • Opportunity to build and lead a support team in Japan for a fast-growing, mission-driven company
- • Collaboration with global GTM and support leaders to shape CX strategy in a key market
- • Exposure to cross-functional projects that improve agent and customer experience
- • Involvement in global on-call rotation and local business reviews (QBRs, Kickoffs)
- • Commitment to professional growth through mentoring and developing team members
- • Access to AI tools and encouragement to adopt them to work smarter and deliver better results
Skills & Technologies
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.
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