Notion is hiring a

Technical Support, German CX

Dublin, Ireland

About Us:

We're on a mission to make it possible for every person, team, and company to be able to tailor their software to solve any problem and take on any challenge. Computers may be our most powerful tools, but most of us can't build or modify the software we use on them every day. At Notion, we want to change this with focus, design, and craft.

We've been working on this together since 2016, and have customers like Pixar, Mitsubishi, Figma, Plaid, Match Group, and thousands more on this journey with us. Today, we're growing fast and excited for new teammates to join us who are the best at what they do. We're passionate about building a company as diverse and creative as the millions of people Notion reaches worldwide.About The Role:

You will be working closely with our Go-to-market and localisation team to set the tone in your market. You will be responsible for resolving the most complex tickets for our customers. You will also help build out systems and processes to manage tasks from report to completion. You will be problem-solving with our technical teams and working to resolve as much as you can while scaling our systems.

What You'll Achieve:

  • Be responsible for responding to all tickets within the German Enterprise inbox
  • Work closely with customers to solve CX Tier 3 support issues across all specialities
  • Rotate across Tier 3 inboxes based on team needs
  • Reproduce customer issues, perform initial triage and file software defects with Engineering
  • Respond to high-priority customer issues from our Escalation queues
  • Work cross-functionally with technical support, customer success and product to build processes and manage issues
  • Create and maintain internal knowledge libraries and contribute to the creation of user-facing content
  • Participate in an on-call rotation according to regional compliance
  • Manage to key performance metrics defined within Global Support

Skills You'll Need to Bring:

  • You have at least 2 years of experience working in Support, technical support, customer success or similar team
  • You are deeply passionate about customer experience and making life simpler with technology
  • You have strong communication skills and can work with both technical and non-technical audiences
  • You have strong analytical, debugging, and problem-solving skills
  • You are able to balance user expectations while understanding policies and compliance boundaries
  • You are able to work under pressure and remain focused, confident and professional
  • You are able to collaborate effectively with peers and across teams that are located in multiple offices
  • You are fully proficient in spoken and written English and German.

Nice to Haves:

  • You have experience with Zendesk or similar ticketing system
  • Previous experience supporting a market at an early stage and/or being part of a landing team
  • You have experience troubleshooting SSO, SAML issues, APIs and similar open source technologies

We hire talented and passionate people from a variety of backgrounds because we want our global employee base to represent the wide diversity of our customers. If you’re excited about a role but your past experience doesn’t align perfectly with every bullet point listed in the job description, we still encourage you to apply. If you’re a builder at heart, share our company values, and enthusiastic about making software toolmaking ubiquitous, we want to hear from you.

Notion is proud to be an equal opportunity employer. We do not discriminate in hiring or any employment decision based on race, colour, religion, national origin, age, sex (including pregnancy, childbirth, or related medical conditions), marital status, ancestry, physical or mental disability, genetic information, veteran status, gender identity or expression, sexual orientation, or other applicable legally protected characteristic. Notion considers qualified applicants with criminal histories, consistent with applicable federal, state and local law. Notion is also committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation made due to a disability, please let your recruiter know.

 

 

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