Product Support Specialist (Contract)

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.



ABOUT THE ROLE:

This is a 12-month fixed-term contract position. Depending on business needs and individual performance, there may be an opportunity to convert to a full-time role.

This role is expected to ramp quickly within established support workflows and deliver consistent quality in day-to-day execution.

You will work closely with our paid customers and engineers to resolve a variety of issues. You will also help build out systems and processes to manage tasks from report to completion. You will problem-solve with our technical teams and work to resolve issues using established processes, while contributing suggestions to improve workflows and documentation over time. You will collaborate with cross-functional partners (e.g., Sales, CS, Engineering) to share customer insights, unblock urgent issues, and improve the customer experience in Korea.


WHAT YOU'LL ACHIEVE:

- Work closely with our paid customers providing best-in-class support to meet customers’ expectations.

- Collaborate cross-functionally with partners (e.g., Engineering, Product, Sales/CS) to share customer insights, unblock urgent issues, and contribute to improving support workflows.

- Reproduce customer issues, perform initial triage, and file software defects with Engineering.

- Consistently meet quality and productivity expectations and manage to key performance metrics defined within the Customer Experience Team (e.g., CSAT, response time/SLA adherence, response quality).

- Identify recurring issues and contribute improvements to macros, internal documentation, and troubleshooting guides.

- Create and maintain internal knowledge libraries and contribute to the creation of user-facing content.

- Participate in an on-call rotation to assist customers outside of normal working hours.


SKILLS YOU'LL NEED TO BRING:

- You have at least 2 years of experience working in technical support, customer service or something similar

- You have native fluency in Korean

- You are a fluent communicator in English

- 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 effecti