AI Conversation Designer (Customer Support)

TL;DR

AI Conversation Designer (Customer Support): Designing and optimizing AI-driven customer support flows with an accent on chatbot architecture, intent taxonomy, and knowledge management. Focus on delivering effortless user experiences through data-driven refinement, QA testing, and collaboration across technical and support teams.

Location: Hybrid role based in San Francisco, CA or New York, NY (In-office collaboration required on Mondays, Tuesdays, and Thursdays).

Salary: $136,000 – $155,000 per year (for SF/NYC based roles).

Company

Notion provides an all-in-one workspace connecting documents, projects, and AI-powered automation to help teams and individuals work more efficiently.

What you will do

• Own the day-to-day execution and quality of chatbot intents and knowledge systems.
• Architect intent taxonomy, including hierarchical structures, coverage mapping, and gap analysis.
• Operate a rolling QA program to monitor performance and drive continuous refinement.
• Partner with technical teams to validate tooling, integrations, and automated support logic.
• Manage release rigor, including versioning, staged rollouts, and regression testing.
• Identify improvement opportunities using analytics, A/B testing, and generative AI insights.

Requirements

• 3+ years of experience in conversation design, UX copy, or linguistic content verification.
• Proven ability to design and improve chatbot experiences using data-driven insights.
• Strong operational skills in running QA programs and managing improvement backlogs.
• Ability to collaborate cross-functionally with product, engineering, and CX teams.
• Metrics-oriented mindset with the ability to translate data into measurable design improvements.
• Experience with LLM-based support stacks or tools like Decagon, Ada, or Sierra.

Nice to have

• Experience in a high-growth SaaS environment.
• Familiarity with Python or SQL.
• Prior experience using Notion.

Culture & Benefits

• Collaborative team environment prioritizing in-person interaction for culture building.
• Commitment to diversity and inclusion with comprehensive equal opportunity hiring practices.
• Competitive cash compensation and equity packages.
• Focus on cross-functional impact and building ubiquitous software tools.