design
Posted Mar 25AI Conversation Designer, Customer Support
at Notion
San Francisco, United StatesRemote
Responsibilities
- - Design conversation logic and dialog that fits Notion’s brand guidelines and can scale across multiple domains, channels, and languages.
Requirements
- 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.
- 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.
- 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.
- experience through data, testing, and QA.
- 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.
- WHAT YOU'LL ACHIEVE: - Own the day-to-day execution and quality of chatbot intents and knowledge (build, QA, iterate).
- - 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).
- 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.
- - 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. NICE TO HAVES: -
- 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.
Experience
- SKILLS YOU'LL NEED TO BRING: - 3+ years of conversation design
Benefits
- 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
Additional details
- ABOUT US: Notion helps you build beautiful tools for your life’s 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.
- In-person collaboration is essential to Notion's culture.
- We require all team members to work from our offices on Mondays, Tuesdays and Thursdays, our designated Anchor Days.
- Certain teams or positions may require additional in-office workdays.
- You will be part of the User Ops team under the Customer
- You will be responsible for architecting and maintaining intent + knowledge systems (taxonomy, routing, retrieval, and QA), and continuously improving the
- This role is equal parts conversation design and system configuration.
- - 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.