AI Conversation Designer, Customer Support

Stack

Responsibilities

• ▹Own 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)
• ▹Keep chatbot information and knowledge up to date for accurate, consistent support
• ▹Implement and quality-test new intents and knowledge for product launches
• ▹Partner with technical teams to configure and validate tooling & integrations (ticketing/CRM handoff, account context, structured data lookups)
• ▹Drive release rigor: versioning, staged rollouts, regression testing, change logs
• ▹Use analytics, A/B testing, and generative AI recommendations to identify gaps and translate them into measurable improvements

Requirements

• ▹3+ years of conversation design experience, with 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: running QA programs, maintaining knowledge freshness, managing an improvement backlog
• ▹Strong cross-functional execution skills, partnering with SMEs and product/CX teams to ship against timelines
• ▹A metrics mindset, diving into data to inform design and prioritization
• ▹Proven ability to deal with ambiguity in a rapidly changing environment
• ▹Experience with Decagon, Ada, Sierra, or generative AI for support automation with another chatbot

Nice to have

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

Soft skills

What we offer

• ▹Highly competitive cash compensation, equity, and benefits
• ▹Estimated base salary for San Francisco/New York: $136,000–$155,000 per year

About the company

Notion is the collaborative AI workspace where teams and agents think together, bringing knowledge, projects, meetings, and AI tools into one place. Millions of individuals, small teams, and large companies run their work on Notion.