Notion

AI Conversation Designer, Customer Support

Notion

full-time

Posted on:

Location Type: Hybrid

Location: San Francisco • California • United States

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Salary

💰 $136,000 - $155,000 per year

About the role

  • 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.

Requirements

  • 3+ years of conversation design experience with in-depth knowledge of conversation design, UX copy, or linguistic content verification.
  • Demonstrated experience designing and improving chatbot experiences; using data to show the impact/ROI of those designs.
  • Strong operational rigor: you can run QA programs, maintain knowledge freshness, and manage a backlog of improvements.
  • Strong cross-functional execution skills: you can partner with SMEs and product/CX teams to ship against launch timelines.
  • You have a metrics mindset: you believe success is a measured outcome, and will dive deep into data to inform design and prioritization decisions.
  • You have a proven ability to deal with ambiguity in a rapidly changing business environment.
  • You have 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.
Benefits
  • Health insurance
  • 401(k) matching
  • Flexible work hours
  • Paid time off
  • Remote work options
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
conversation designUX copylinguistic content verificationchatbot experience designQA programsA/B testingdata analysismetrics mindsetchange logsdialog design
Soft Skills
operational rigorcross-functional executionability to deal with ambiguitycuriositypartnership with SMEsmeasuring successcommunicationproblem-solvingadaptabilitycollaboration