Customer Operations • Lead

Who you are

You have a proven track record in customer experience management, ideally with 5+ years of experience leading teams in user operations or customer support. Your expertise in developing enablement strategies ensures that both internal and external support agents are equipped to handle a variety of customer scenarios effectively. You understand the importance of high-quality support and product education in enhancing customer satisfaction and retention. Your leadership style fosters collaboration and empowers team members to excel in their roles, ensuring that every customer interaction is positive and impactful.

You are adept at analyzing customer feedback and operational metrics to continuously improve support processes and training programs. Your ability to communicate effectively with diverse teams, including BPO partners, allows you to align objectives and drive results. You are passionate about creating a culture of excellence in customer service and are committed to helping your team succeed in delivering exceptional experiences.

What you'll do

As the Customer Experience Enablement Leader, you will be responsible for developing and executing the enablement strategy for the User Operations team. You will lead a team focused on equipping support agents with the necessary tools and knowledge to provide outstanding customer service. This includes creating training programs, resources, and processes that enhance the team's ability to address customer inquiries and issues effectively. You will collaborate closely with product and engineering teams to ensure that support agents are well-informed about product features and updates, enabling them to assist customers with confidence.

You will also analyze customer interactions and feedback to identify areas for improvement in support processes and training materials. By leveraging data and insights, you will drive initiatives that enhance the overall customer experience and ensure that customers receive timely and effective support. Your role will involve regular communication with stakeholders across the organization to align on customer experience goals and share best practices. You will be instrumental in fostering a customer-centric culture within the organization, ensuring that every team member understands the importance of delivering exceptional service.

What we offer

Notion offers a competitive salary range of $205,000 - $240,000 per year for this role, along with a collaborative work environment that values in-person interactions. You will have the opportunity to work with a talented team dedicated to improving customer experiences and driving product education. We encourage you to apply even if your experience doesn't match every requirement, as we value diverse perspectives and backgrounds in our team.