AI Conversation Designer, Customer Support

AI Conversation Designer, Customer Support

The mission of the AI Conversation Designer, Customer Support is to create an effortless, best-in-class AI customer support journey. This includes designing flows for an AI support chatbot and email using best-practice SOP writing for our automated support platform. You will be part of the User Ops team under the Customer Experience org and partner closely to execute the AI Support roadmap through high-quality conversation design, QA, and continuous iteration.

In this role, you will take ownership of day-to-day execution across Notion's chatbot and automated email experience. You will be responsible for architecting and maintaining intent + knowledge systems (taxonomy, routing, retrieval, and QA), and continuously improving the experience through data, testing, and QA. This role is equal parts conversation design and system configuration. You'll work in a modern LLM-based support stack where quality depends on routing logic, retrieval configuration, evaluation/monitoring, and disciplined release/QA practices in addition to writing.

You will own the day-to-day execution and quality of chatbot intents and knowledge (build, QA, iterate). You will own intent architecture end-to-end: taxonomy design, hierarchical intents, coverage mapping, and gap analysis. You will operate a rolling QA program (intent performance review, regression checks, gap analysis) and drive refinements. You will keep chatbot information and knowledge up to date to ensure accurate, consistent customer support. You will support launches by implementing and quality testing new intents and knowledge within the chatbot. You will partner with technical teams to configure and validate tooling & integrations (as applicable): ticketing/CRM handoff, account context, and structured data lookups. You will drive release rigor for AI support experiences, including production releases: versioning, staged rollouts, regression testing, and change logs. You will use analytics, A/B testing, and generative AI recommendations to identify gaps in Notion's automated support experience; translate findings into measurable improvements. You will contribute to conversation design guidelines and best practices in partnership with the AI Chatbot Lead and Subject Matter Experts (SMEs). You will design conversation logic and dialog that fits Notion's brand guidelines and can scale across multiple domains, channels, and languages. You will partner with User Ops and CX leaders to drive visibility and measure success.

You will need to bring 3+ years of conversation design experience with in-depth knowledge of conversation design, UX copy, or linguistic content verification. You will need demonstrated experience designing and improving chatbot experiences; using data to show the impact/ROI of those designs. You will need strong operational rigor: you can run QA programs, maintain knowledge freshness, and manage a backlog of improvements. You will need strong cross-functional execution skills: you can partner with SMEs and product/CX teams to ship against launch timelines. You will need a metrics mindset: you believe success is a measured outcome, and will dive deep into data to inform design and prioritization decisions. You will need a proven ability to deal with ambiguity in a rapidly changing business environment. You will need experience with Decagon, Ada, Sierra, or using generative AI for support automation with another chatbot. 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 haves include experience at a high-growth SaaS company, experience using Notion, and some familiarity with Python or SQL.

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, color, 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 due to a disability, please let your recruiter know.

Notion is committed to providing highly competitive cash compensation, equity, and benefits. The compensation offered for this role will be based on multiple factors such as location, the role's scope and complexity, and the candidate's experience and expertise, and may vary from the range provided below. For roles based in San Francisco or New York City, the estimated base salary range for this role is $136,000 - $155,000 per year.