AI Conversation Designer, Customer Support

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.

Requirements

• 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.
• You don’t need to be an AI expert, but you’re curious and willing to adopt AI tools to work smarter and deliver better results.

Nice to Haves

• Experience at a high-growth SaaS company.
• Experience using Notion.
• Some familiarity with Python or SQL.

Compensation

For roles based in San Francisco or New York City, the estimated base salary range for this role is $136,000 - $155,000 per year.