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AI Chat Support Lead
Full-time
About the Role
The AI Chat Support Lead makes Notion's AI-powered support experience more accessible, proactive, and effective for customers worldwide. You will own the strategy and execution for AI self-serve support across chat and emerging AI support interfaces, helping customers resolve more issues quickly while protecting the quality, trust, and clarity of the experience.
This is a senior individual contributor role at the intersection of customer support strategy, chatbot operations, tooling, analytics, and cross-functional execution. You will own a vertical area of long-term AI Support strategy, including joint roadmap planning with Notion's third-party AI support partner, experimentation, launch coverage, and ongoing performance management.
What You'll Achieve
Own and drive Notion's AI self-serve support strategy across chat and emerging AI support interfaces.
Advance Notion's Digital Strategy by identifying opportunities for AI Support to improve product adoption, onboarding, and customer confidence.
Manage the shared internal and third-party AI Support roadmap, tied to measurable customer, support, product, and GTM outcomes.
Take direct responsibility for core AI Support KPIs: deflection rate, CSAT, QA quality, containment/resolution quality, and escalation quality.
Use data, customer insights, QA findings, and support trends to diagnose performance gaps and influence roadmap decisions.
Partner with a Conversation Designer to build a rigorous QA strategy including launch readiness, regression testing, and coverage reviews.
Collaborate with Product, Engineering, Data, CX, and GTM teams to develop proactive and predictive support experiences.
Skills You'll Need to Bring
6+ years in customer support operations, AI support operations, product operations, or CX strategy, with ownership of complex support or automation programs.
Deep familiarity with modern AI support, chatbot, or conversational AI best practices, including generative AI workflows and quality evaluation.
Proven experience driving measurable results for support KPIs such as deflection, CSAT, resolution rate, or customer effort.
Strong program leadership across internal teams and external vendors or third-party partners.
Strong analytical judgment and systems thinking to connect customer problems, workflows, tooling, and product goals into an execution plan.
Excellent communication and stakeholder management, with the ability to influence without authority.
Nice to Haves
Experience with AI customer support platforms such as Decagon, Ada, Sierra, Intercom Fin, or Zendesk AI.
Experience in a high-growth SaaS company or technical customer support environment.
Familiarity with support knowledge systems, retrieval quality, intent/taxonomy design, or CRM/helpdesk integrations.
Experience using SQL, analytics tools, or BI dashboards to investigate support performance.
