customer support
Posted 5 hours agoAI Chat Support Lead
at Notion
San Francisco, United StatesRemote
Responsibilities
- - Collaborate with Product, Engineering, Data, CX, and GTM teams to develop proactive and predictive support experiences that help customers get more value from Notion.
- - Lead cross-functional projects across internal teams and external partners, creating clarity, alignment, and momentum in ambiguous or fast-changing problem spaces.
- - Define experimentation frameworks for AI Support improvements, including pilots, success criteria, measurement plans, and rollout recommendations.
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.
- ABOUT THE ROLE: The mission of the AI Chat Support Lead is to make Notion’s AI-powered support
- You will own the strategy and execution for AI self-serve support across chat and emerging AI support interfaces, helping customers resolve more issues quickly while protecting the quality, trust, and clarity of the experience.
- This is a senior individual contributor role at the intersection of customer support strategy, chatbot operations, tooling, analytics, and cross-functional execution.
- You will help advance Notion’s broader Digital Strategy by turning customer needs, support trends, product changes, GTM priorities, and emerging generative AI capabilities into a focused roadmap that improves deflection, CSAT, quality, product adoption, onboarding, and resolution coverage.
- In this role, you will own a vertical area of long-term AI Support strategy, including joint roadmap planning with our third-party AI support partner, experimentation, launch coverage, tooling and integration opportunities, and ongoing performance management.
- You’ll partner closely with a Conversation Designer on QA strategy, coverage gaps, and continuous improvement, while also influencing technical, operational, and GTM teams to expand what Notion’s AI support surfaces can safely and effectively resolve.
- WHAT YOU'LL ACHIEVE: - Own and drive Notion’s AI self-serve support strategy across chat and emerging AI support interfaces, with a focus on expanding high-quality automated resolution and proactive customer guidance.
- - Advance Notion’s Digital Strategy by identifying opportunities for AI Support to improve product adoption, onboarding outcomes, scaled customer education, and customer confidence at key moments in the lifecycle.
- - Manage the shared internal and third-party AI Support roadmap, ensuring priorities are clearly defined, sequenced, resourced, and tied to measurable customer, support, product, and GTM outcomes.
- - Partner closely with Notion’s third-party AI support partner to scope, launch, evaluate, and iterate on new capabilities, experiments, pilots, and workflow improvements.
- - Take direct responsibility for core AI Support KPIs, including deflection rate, CSAT, QA quality, containment/resolution quality, escalation quality, and customer experience health.
- - Identify tooling, automation, and integration opportunities that expand the range of customer issues Notion’s AI support interfaces can resolve across chat, email, and future surfaces.
- - Support GTM initiatives such as sales qualification, customer education, and scaled guidance by identifying where AI support experiences can route, qualify, educate, or accelerate the right next step.
- - Stay current on generative AI support best practices, emerging trends, evaluation methods, and customer
- experience in customer support operations, AI support operations, product operations, customer
- experience strategy, or a related field, with meaningful ownership of complex support or automation programs. - Deep familiarity with modern AI support, chatbot, or conversational AI best practices, including generative AI workflows, quality evaluation, knowledge/retrieval systems, escalation design, and responsible automation. - Proven
- experience driving measurable results for customer support or self-serve KPIs such as deflection, CSAT, resolution rate, quality, contact rate, handle time, or customer effort. - Strong program leadership skills, with
- experience leading cross-functional initiatives across internal teams and external vendors or third-party partners. - Strong analytical judgment and comfort using data to identify opportunities, build a case for prioritization, evaluate experiments, and influence stakeholders. -
- Experience managing roadmaps for a product, operational program, vendor-supported capability, or vertical area of ownership.
- - Excellent communication and stakeholder management skills, including the ability to create clarity, drive alignment, and influence without authority across support, product, technical, and GTM teams.
- - Ability to operate in ambiguity, balance speed with quality, and make thoughtful tradeoffs in a rapidly evolving AI and customer support environment.
- - Strong customer judgment and commitment to building AI support experiences that are accurate, helpful, accessible, and trustworthy.
- - Curiosity and up-to-date knowledge of emerging generative AI trends, vendor capabilities, evaluation approaches, and support automation patterns. NICE TO HAVES: -
- Experience with AI customer support platforms such as Decagon, Ada, Sierra, Intercom Fin, Zendesk AI, or similar tools. -
- Experience working in a high-growth SaaS company or technical customer support environment. -
- Experience partnering with Product, Engineering, Data, GTM, or ML/AI teams on automation, integrations, or customer-facing AI capabilities. - Familiarity with support knowledge systems, retrieval quality, intent/taxonomy design, workflow automation, or CRM/helpdesk integrations. -
- Experience designing or evaluating experiments, A/B tests, QA scorecards, or AI performance monitoring frameworks. -
- Experience using SQL, analytics tools, or BI dashboards to investigate customer support performance. -
- Experience using Notion.
Experience
- SKILLS YOU'LL NEED TO BRING: - 6+ years of
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.
- experience more accessible, proactive, and effective for customers around the world.
- This role can be based in either San Francisco or New York City.
- 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.
- - Use data, customer insights, QA findings, and support trends to identify opportunities, diagnose performance gaps, and influence roadmap decisions.
- - Partner with a Conversation Designer to build and operate a rigorous QA strategy, including launch readiness, regression testing, coverage reviews, and continuous improvement loops.
- - Strong systems thinking: you can connect customer problems, support workflows, tooling constraints, knowledge quality, data, product goals, and technical capabilities into a practical execution plan.