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Head of Support, APAC

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Notion

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Location:
Australia , Sydney

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Category:
Customer Service

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Contract Type:
Not provided

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Salary:

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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.

Additional Information:

Job Posted:
February 21, 2026

Employment Type:
Fulltime
Work Type:
Hybrid work
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