Head of Support, APAC Job at Notion (Sydney)

Job Description

The Head of Support, APAC will design and own the strategy for leading and scaling a high-impact team of technical and general support leaders and agents across multiple hubs in APAC. As the senior CX leader in-region, you will set the vision, define the operating model, and drive execution in close partnership with Global CX Leadership and the Regional GM. You will shape and govern the regional support strategy end to end, ensuring it aligns with our global standards while reflecting the unique needs of APAC customers.

Job Responsibility

Design and own the long-term vision, strategy, and roadmap for Support in APAC, and build the organizational structure and leadership bench to deliver against it
Lead and develop a distributed regional support organization, ensuring clear accountability, effective communication, and strong engagement across locations
Manage and optimize technical and non-technical resources in APAC, ensuring consistent attainment of SLAs and KPIs across both technical and general support teams
Define, set, and continuously refine quarterly and annual targets
partner with sales, success, product, and engineering leadership to drive sustained performance and continuous improvement in the region
Lead and govern the launch and maturation of new languages and market segments in APAC, ensuring operational readiness, resourcing, and localization of support experiences
Architect and execute our upmarket strategy in APAC, including developing and scaling Enterprise and Premium Support-specific strategies, processes, and policies
Maintain and refine the rhythm of the business and global operating cadence in partnership with other market leads and revenue operations, ensuring consistency in information sharing, forecasting, and reporting
Sit on and help steer the APAC leadership team, representing CX and the Voice of the Customer and influencing regional priorities and investments
Identify, scope, and drive innovative cross-functional programs that solve ambiguous and open-ended agent and customer problems, from discovery through execution and measurement
Own and adapt CX processes, playbooks, and materials to meet regional needs, ensuring they reflect cultural nuances, regulatory requirements, and market dynamics
Provide executive-level oversight of major incidents and participate in the global on-call rotation to cover incidents, ensuring high-quality communication and follow-through with customers and stakeholders.

Requirements

8–10 years of progressive leadership experience building, scaling, and leading high-performing technical support organizations
4+ years owning and leading the APAC market within a global CX or Support organization
Demonstrated ability to design, implement, and scale robust cross-functional processes spanning go-to-market and technical teams
Proven track record of using data and market insights to shape strategy, influence senior stakeholders, and adapt operations to represent the unique variation in the APAC market
Ability to independently own, scope, and drive complex, multi-quarter initiatives while also delegating and empowering leaders and team members to deliver results
Strong executive presence with the ability to influence and align technical and non-technical audiences of all levels through clear narratives and data-driven recommendations
Deep user-centric mindset with a passion for designing experiences that materially improve customer quality of life
Strong analytical, debugging, and problem-solving skills, with experience interrogating data and systems to identify and resolve root causes
Experience designing customer and ticket journeys spanning from Tier 0 - AI generated self-serve support to highest point of escalation
Ability to analyze server and client application logs and identify the root cause of errors
Advanced data reporting and data analytics skills, with experience defining and monitoring the metrics that matter at regional and global levels
Ability to guide and coach teams to balance user expectations with policies, compliance boundaries, and business constraints
You don’t need to be an AI expert, but you’re curious and willing to adopt AI tools to work smarter and deliver better results.

Nice to have

Experience launching and scaling a SaaS product in new markets within a global company
Strong knowledge of Linux, APIs, NoSQL, MySQL and similar open source technologies
Knowledge of Single Sign-on including OAuth, SAML, and SCIM
Experience writing or reviewing scripts using one or more of the following languages: Python, Java, Javascript, or Typescript
Familiarity with Notion as a product and platform
Knowledge of AI-native Support tools and genAI chatbots.

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Head of Support, APAC

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