[Remote] AI Conversation Designer, Customer Support

Note: The job is a remote job and is open to candidates in USA. Notion is a collaborative AI workspace where teams and agents think together, aiming to enhance the future of work. The AI Conversation Designer for Customer Support is responsible for creating a seamless AI customer support journey, focusing on designing chatbot flows and maintaining intent knowledge systems to improve customer interactions.

Responsibilities

• 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

Skills

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

Benefits

• Notion is committed to providing highly competitive cash compensation, equity, and benefits.

Company Overview

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