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AI Conversation Designer, Customer Support
Full-time
Notion is the collaborative AI workspace where teams and agents think together, used by millions of individuals, small teams, and large companies.
About the Role
The AI Conversation Designer, Customer Support creates an effortless, best-in-class AI customer support journey by designing flows for an AI support chatbot and email using best-practice SOP writing. You will be part of the User Ops team under the Customer Experience org, executing the AI Support roadmap through high-quality conversation design, QA, and continuous iteration. This role is equal parts conversation design and system configuration: you will architect and maintain intent and knowledge systems (taxonomy, routing, retrieval, and QA) in a modern LLM-based support stack.
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 support.
Partner with technical teams to configure and validate tooling and integrations: ticketing/CRM handoff, account context, and structured data lookups.
Drive release rigor for AI support experiences: versioning, staged rollouts, regression testing, and change logs.
Use analytics, A/B testing, and generative AI recommendations to identify gaps and translate findings into measurable improvements.
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 impact/ROI.
Strong operational rigor: you can run QA programs, maintain knowledge freshness, and manage a backlog of improvements.
Strong cross-functional execution skills and a metrics mindset.
