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Posted 7 hours agoCX Knowledge Architect
at Notion
New York, United StatesRemote
Responsibilities
- - Build modular, reusable knowledge: drive standard sections and reusable modules (definitions, constraints, escalation paths, policy snippets) using synced blocks and consistent structure to enable reuse across KB + macros.
Requirements
- 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.
- Each and every team of Notinos is working to set the standard for how humans work together in the AI era.
- From building a business’s system of record to making and managing AI agents to automating away the busy work, we care deeply about giving our customers more time for their life’s work.
- What’s different at Notion: you’ll use Notion as customer zero, building a living system of record structured for both humans and AI—so the right people (and the right agents) can retrieve the right information at the right time.
- - Supervise content agents + KB automation: Optimize the KB for AI retrieval, and use AI to improve quality and coverage (AI-assisted content QA, gap detection, and draft suggestions with human review), with clear standards for what gets published.
- experience owning an end-to-end knowledge system (not just shipping individual docs) in knowledge management, CX enablement, technical writing, content ops, or adjacent roles. - Information architecture + governance depth: ability to design scalable IA (taxonomy/tagging/page structures) and run governance/review models that protect quality and reduce risk. - Systems thinking + operational excellence: can build durable processes that scale across many contributors and withstand high change velocity;
- experience building modular, reusable content components. - Quality and maintenance rigor: demonstrated ability to run content QA, audit cadences, and freshness programs. - Data-informed prioritization + AI literacy: uses qualitative + quantitative signals to focus on the highest-impact work, and understands how structure affects AI/human retrieval.
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
- Millions of individuals, small teams, and large companies run their work on Notion.
- Notinos (our employees) are customer zero in bringing this future of work to life.
- We care about craft, building things that last, and the belief that great work is still fundamentally human.
- ABOUT THE ROLE: Own CX enablement knowledge strategy + systems globally. Notion ships quickly, and our customer
- experience depends on support teams being able to find accurate answers fast.
- This role exists to keep our internal knowledge base fresh as it scales—by designing durable information architecture and governance that keeps pace with frequent product change.
- You’ll own the internal knowledge base end-to-end (content + page structure), partnering with CX Enablement, Product Ops, QA, and Vendor Ops to keep it reliable and effective.
- We work from our offices on Mondays, Tuesdays and Thursdays (our Anchor Days) because we do our best thinking and building together in person.
- We’re looking for someone who’s excited to work alongside the team during those days.
- WHAT YOU'LL ACHIEVE: - Own end-to-end CX knowledge as a system: Make it dramatically faster for CX teams to retrieve trustworthy, up-to-date knowledge, improving support quality and efficiency as Notion grows.