AI Conversation Designer, Customer Support

WHO WE ARE Notion is the collaborative AI workspace where teams and agents think together https://www.youtube.com/watch?v=vkpYpWfEK5s. 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. 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. Our goal isn’t to ship the next feature. 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 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. You will be part of the User Ops team under the Customer 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. You will be responsible for architecting and maintaining intent + knowledge systems (taxonomy, routing, retrieval, and QA), and continuously improving the experience through data, testing, and QA. This role is equal parts conversation design and system configuration. 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). - 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 YOU'LL NEED TO BRING - 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 desig