Who We Are

Notion is the collaborative AI workspace where teams and agents think together. We're building one place where your knowledge, projects, meetings, and AI tools live side by side, so work is faster, clearer, and less fragmented. Millions of individuals, small teams, and large companies run their work on Notion.

About the Role

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.

What You'll Achieve

• Own the day-to-day execution and quality of chatbot intents and knowledge.
• Own intent architecture end-to-end: taxonomy design, hierarchical intents, coverage mapping, and gap analysis.
• Operate a rolling QA program and drive refinements.
• Keep chatbot information and knowledge up to date.
• Support launches by implementing and quality testing new intents.
• Partner with technical teams to configure and validate tooling & integrations.
• Drive release rigor for AI support experiences.
• Use analytics and A/B testing to identify gaps and translate findings into measurable improvements.
• Contribute to conversation design guidelines and best practices.
• Design conversation logic and dialog that fits Notion’s brand guidelines.

Skills You'll Need to Bring

• 3+ years of conversation design experience.
• Experience designing and improving chatbot experiences.
• Strong operational rigor and cross-functional execution skills.
• Metrics mindset and ability to deal with ambiguity.
• Experience with Decagon, Ada, Sierra, or generative AI for support automation.

Nice to Haves

• Experience at a high-growth SaaS company.
• Experience using Notion.
• Some familiarity with Python or SQL.

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.