[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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