# AI Conversation Designer, Customer Support

**Company:** [Notion](https://hotfix.jobs/companies/notion)
**Location:** San Francisco, CA, New York, NY
**Role:** Customer Support
**Salary:** $136k – $155k/yr
**Experience:** 3+ years
**Skills:** Conversation Design, Chatbot Design, Ux Copy, Generative AI, A/B Testing, Analytics, Qa, Decagon, Ada, Sierra
**Posted:** 2026-03-25

> Designs and optimizes AI chatbot flows and automated email support for customer service, owning intent architecture, QA, and data-driven improvements. Requires 3+ years conversation design experience and chatbot expertise.

## Job Description

## 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.

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