AI Conversation Designer – Customer Support Experience

Notion is seeking an AI Conversation Designer to help create exceptional AI-powered customer support experiences. In this role, you'll design, optimize, and maintain conversational workflows across chatbots and automated support channels, ensuring customers receive fast, accurate, and helpful assistance at scale.

As part of the Customer Experience organization, you'll work closely with operations, product, and technical teams to improve support automation through conversation design, knowledge management, quality assurance, and performance analysis. You'll play a key role in shaping how customers interact with AI-powered support systems while ensuring every experience aligns with Notion's brand voice and quality standards.

This position is ideal for someone with experience in conversation design, chatbot optimization, UX writing, or AI support systems who enjoys combining creativity, analytical thinking, and operational excellence.

• Design and maintain chatbot conversations, automated workflows, and support experiences.

• Develop and manage intent architecture, taxonomy structures, and conversation routing systems.

• Monitor chatbot performance and continuously improve accuracy, coverage, and customer satisfaction.

• Conduct quality assurance reviews, regression testing, and knowledge audits.

• Maintain and update support content to ensure information remains accurate and relevant.

• Collaborate with technical teams to configure integrations, CRM handoffs, and support workflows.

• Support product launches by implementing and validating new chatbot capabilities.

• Analyze customer interactions, support metrics, and performance trends to identify improvement opportunities.

• Execute A/B testing and experimentation to optimize support experiences.

• Contribute to conversation design standards, best practices, and documentation.

• Ensure all AI support experiences align with Notion's brand voice and customer experience goals.

Required Qualifications

• 3+ years of experience in Conversation Design, UX Writing, Chatbot Design, or related fields.

• Experience designing and optimizing customer support chatbot experiences.

• Strong understanding of conversational UX, intent design, and content strategy.

• Experience using analytics and data to measure and improve conversational performance.

• Ability to manage QA programs, content updates, and continuous improvement initiatives.

• Strong cross-functional collaboration and project management skills.

• Experience working with AI-powered support platforms such as Decagon, Ada, Sierra, or similar tools.

• Strong problem-solving abilities and comfort working in fast-changing environments.

• Data-driven mindset with a focus on measurable customer outcomes.

• Interest in AI, automation, and emerging customer support technologies.

Preferred Qualifications

• Experience working in high-growth SaaS environments.

• Familiarity with Notion as a product.

• Basic knowledge of Python or SQL.

• Experience with chatbot evaluation frameworks and support automation systems.

• Knowledge of customer experience operations and workflow optimization.

Compensation & Ownership

• Competitive salary package.

• Equity opportunities.

• Estimated base salary: $136,000 – $155,000 annually (location dependent).

Health & Wellness

• Comprehensive health, dental, and vision coverage.

• Employee wellness programs and support resources.

Career Growth

• Opportunity to shape AI-powered customer experiences at scale.

• Collaboration with leading teams in AI, customer operations, and product development.

• Professional development and career advancement opportunities.

Work Environment

• Innovative and collaborative workplace culture.

• Exposure to cutting-edge AI and automation technologies.

• Opportunity to influence the future of AI-driven customer support.