AI Chat Support Lead

TL;DR

AI Chat Support Lead (AI Support): Own the strategy and execution for Notion’s AI self-serve support across chat and emerging AI support interfaces, with an accent on expanding high-quality automated resolution and proactive customer guidance. Focus on building measurable improvements to deflection, CSAT, QA quality, containment/resolution quality, and customer experience health through experimentation, partner collaboration, and rigorous QA and performance management.

Location: San Francisco, California (role can be based in San Francisco or New York City); work from offices on Mondays, Tuesdays, and Thursdays (Anchor Days)

Salary: $165,000–$185,000 per year (San Francisco base salary range)

Company

Notion is a collaborative AI workspace where teams and agents think together.

What you will do

• Drive Notion’s AI self-serve support strategy across chat and emerging AI support interfaces to expand high-quality automated resolution and proactive guidance.
• Own the shared internal and third-party AI Support roadmap, ensuring priorities are defined, sequenced, resourced, and tied to measurable customer, support, product, and GTM outcomes.
• Partner with a third-party AI support partner to scope, launch, evaluate, and iterate on new capabilities, experiments, pilots, and workflow improvements.
• Own core AI Support KPIs (deflection, CSAT, QA quality, containment/resolution quality, escalation quality, and customer experience health) and use data to diagnose performance gaps.
• Build and operate a rigorous QA strategy with a Conversation Designer, including launch readiness, regression testing, coverage reviews, and continuous improvement loops.
• Identify tooling, automation, and integration opportunities to expand what AI support can resolve across chat, email, and future surfaces; lead cross-functional initiatives to deliver proactive and predictive support experiences.

Requirements

• 6+ years of experience in customer support operations, AI support operations, product operations, customer experience strategy, or a related field, with meaningful ownership of complex support or automation programs.
• Deep familiarity with modern AI support, chatbot, or conversational AI best practices, including generative AI workflows, quality evaluation, knowledge/retrieval systems, escalation design, and responsible automation.
• Proven experience improving measurable customer support/self-serve KPIs such as deflection, CSAT, resolution rate, quality, contact rate, handle time, or customer effort.
• Strong program leadership skills, including leading cross-functional initiatives across internal teams and external vendors/third-party partners.
• Strong analytical judgment and comfort using data to prioritize work, evaluate experiments, and influence stakeholders.
• Experience managing roadmaps for a product, operational program, vendor-supported capability, or vertical area of ownership.

Nice to have

• Experience with AI customer support platforms (e.g., Decagon, Ada, Sierra, Intercom Fin, Zendesk AI) and/or support knowledge systems and retrieval quality.
• Experience designing or evaluating experiments (A/B tests), QA scorecards, or AI performance monitoring frameworks.
• Experience using SQL, analytics tools, or BI dashboards; familiarity with Notion.

Culture & Benefits

• Hybrid work with in-office Anchor Days on Mondays, Tuesdays, and Thursdays.
• Competitive cash compensation, equity, and benefits; compensation varies by location, scope, and experience.
• Emphasis on craft, building things that last, and using AI as a practical collaborator.
• Equal opportunity employer with reasonable accommodations during the application process.

Hiring process

• Submit an application to be considered for the role.
• Interviews and evaluation focused on strategy, KPI ownership, QA/experimentation rigor, and cross-functional execution.