Design AI-powered support experiences at Notion on the User Ops team within Customer Experience. You'll own the AI support chatbot and email design end-to-end, defining the intent architecture (taxonomy, routing, retrieval, QA) and building and maintaining an LLM-based support stack.
This role owns chatbot intents and knowledge systems — a high-impact position shaping how millions of users get help through Notion's AI-first support infrastructure.
What you'll do: - Design and iterate on AI chatbot conversation flows and email support experiences - Develop and maintain the intent taxonomy, routing logic, retrieval pipelines, and QA frameworks - Partner with the User Ops team to align chatbot behavior with real customer needs - Collaborate with engineering and ML teams to build and ship the LLM-based support stack - Monitor performance metrics and continuously improve deflection rates and CSAT
What you'll bring: - Experience in conversation design, UX writing, or AI/chatbot product design - Strong systems thinking — comfortable with taxonomy, information architecture, and logic flows - Ability to work cross-functionally with engineering, data, and support operations - Passion for improving user experience through AI-driven automation
Notion is on a mission to make tools for thought accessible to everyone. Join a team building the future of work.