Head of Support, APAC

Head of Support, APAC 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, Tuesdays, and Thursdays, our designated Anchor Days. Certain teams or positions may require additional in-office workdays. ABOUT THE ROLE: 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. You will collaborate closely with the AMER and EMEA Heads of Support to define and maintain a cohesive global operating cadence. You will champion and accelerate the growth of CX within our APAC region, including leading cross-functional initiatives that elevate both the agent and customer experience. The successful candidate will bring extensive experience leading with data, entering and scaling new APAC markets, and developing managers and senior ICs into a consistently high-performing, values-driven organization. This role is expected to travel across APAC and globally up to 30% of the time. WHAT YOU'LL ACHIEVE: - 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 SKILLS YOU'LL NEED TO BRING: - 8–10 years of progressive leadership experience building, scaling, and leading high-performing tec ... (truncated, view full listing at source)