Role overview
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.
What you'll work on
Own the day-to-day execution and quality of chatbot intents and knowledge (build, QA, iterate).
Own intent architecture end-to-end: taxonomy design, hierarchical intents, coverage mapping, and gap analysis.
Operate a rolling QA program (intent performance review, regression checks, gap analysis) and drive refinements.
Keep chatbot information and knowledge up to date to ensure accurate, consistent customer support.
Support launches by implementing and quality testing new intents and knowledge within the chatbot.
Partner with technical teams to configure and validate tooling & integrations (as applicable): ticketing/CRM handoff, account context, and structured data lookups.
Drive release rigor for AI support experiences, including production releases: versioning, staged rollouts, regression testing, and change logs.
Use analytics, A/B testing, and generative AI recommendations to identify gaps in Notion’s automated support experience; translate findings into measurable improvements.
Contribute to conversation design guidelines and best practices in partnership with the AI Chatbot Lead and Subject Matter Experts (SMEs).
Design conversation logic and dialog that fits Notion’s brand guidelines and can scale across multiple domains, channels, and languages.
Partner with User Ops and CX leaders to drive visibility and measure success.
What we're looking for
Experience at a high-growth SaaS company
Experience using Notion
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.