AI Chat Support Lead

Notion•San Francisco, CA

1d•$165,000 - $185,000•Hybrid

About The Position

The mission of the AI Chat Support Lead is to make Notion’s AI-powered support experience more accessible, proactive, and effective for customers around the world. You will own the strategy and execution for AI self-serve support across chat and emerging AI support interfaces, helping customers resolve more issues quickly while protecting the quality, trust, and clarity of the experience. This is a senior individual contributor role at the intersection of customer support strategy, chatbot operations, tooling, analytics, and cross-functional execution. You will help advance Notion’s broader Digital Strategy by turning customer needs, support trends, product changes, GTM priorities, and emerging generative AI capabilities into a focused roadmap that improves deflection, CSAT, quality, product adoption, onboarding, and resolution coverage. In this role, you will own a vertical area of long-term AI Support strategy, including joint roadmap planning with our third-party AI support partner, experimentation, launch coverage, tooling and integration opportunities, and ongoing performance management. You’ll partner closely with a Conversation Designer on QA strategy, coverage gaps, and continuous improvement, while also influencing technical, operational, and GTM teams to expand what Notion’s AI support surfaces can safely and effectively resolve. This role can be based in either San Francisco or New York City. We work from our offices on Mondays, Tuesdays and Thursdays (our Anchor Days) because we do our best thinking and building together in person. We’re looking for someone who’s excited to work alongside the team during those days.

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 driving measurable results for customer support or self-serve KPIs such as deflection, CSAT, resolution rate, quality, contact rate, handle time, or customer effort.
Strong program leadership skills, with experience leading cross-functional initiatives across internal teams and external vendors or third-party partners.
Strong analytical judgment and comfort using data to identify opportunities, build a case for prioritization, evaluate experiments, and influence stakeholders.
Experience managing roadmaps for a product, operational program, vendor-supported capability, or vertical area of ownership.
Strong systems thinking: you can connect customer problems, support workflows, tooling constraints, knowledge quality, data, product goals, and technical capabilities into a practical execution plan.
Excellent communication and stakeholder management skills, including the ability to create clarity, drive alignment, and influence without authority across support, product, technical, and GTM teams.
High operational rigor: you can manage launches, QA plans, performance reviews, change logs, and ongoing improvement loops with discipline.
Ability to operate in ambiguity, balance speed with quality, and make thoughtful tradeoffs in a rapidly evolving AI and customer support environment.
Strong customer judgment and commitment to building AI support experiences that are accurate, helpful, accessible, and trustworthy.
Curiosity and up-to-date knowledge of emerging generative AI trends, vendor capabilities, evaluation approaches, and support automation patterns.

Nice To Haves

Experience with AI customer support platforms such as Decagon, Ada, Sierra, Intercom Fin, Zendesk AI, or similar tools.
Experience working in a high-growth SaaS company or technical customer support environment.
Experience partnering with Product, Engineering, Data, GTM, or ML/AI teams on automation, integrations, or customer-facing AI capabilities.
Familiarity with support knowledge systems, retrieval quality, intent/taxonomy design, workflow automation, or CRM/helpdesk integrations.
Experience designing or evaluating experiments, A/B tests, QA scorecards, or AI performance monitoring frameworks.
Experience using SQL, analytics tools, or BI dashboards to investigate customer support performance.
Experience using Notion.

Responsibilities

Own and drive Notion’s AI self-serve support strategy across chat and emerging AI support interfaces, with a focus on expanding high-quality automated resolution and proactive customer guidance.
Advance Notion’s Digital Strategy by identifying opportunities for AI Support to improve product adoption, onboarding outcomes, scaled customer education, and customer confidence at key moments in the lifecycle.
Manage the shared internal and third-party AI Support roadmap, ensuring priorities are clearly defined, sequenced, resourced, and tied to measurable customer, support, product, and GTM outcomes.
Partner closely with Notion’s third-party AI support partner to scope, launch, evaluate, and iterate on new capabilities, experiments, pilots, and workflow improvements.
Take direct responsibility for core AI Support KPIs, including deflection rate, CSAT, QA quality, containment/resolution quality, escalation quality, and customer experience health.
Use data, customer insights, QA findings, and support trends to identify opportunities, diagnose performance gaps, and influence roadmap decisions.
Partner with a Conversation Designer to build and operate a rigorous QA strategy, including launch readiness, regression testing, coverage reviews, and continuous improvement loops.
Identify tooling, automation, and integration opportunities that expand the range of customer issues Notion’s AI support interfaces can resolve across chat, email, and future surfaces.
Collaborate with Product, Engineering, Data, CX, and GTM teams to develop proactive and predictive support experiences that help customers get more value from Notion.
Support GTM initiatives such as sales qualification, customer education, and scaled guidance by identifying where AI support experiences can route, qualify, educate, or accelerate the right next step.
Lead cross-functional projects across internal teams and external partners, creating clarity, alignment, and momentum in ambiguous or fast-changing problem spaces.
Define experimentation frameworks for AI Support improvements, including pilots, success criteria, measurement plans, and rollout recommendations.
Stay current on generative AI support best practices, emerging trends, evaluation methods, and customer experience risks; translate those learnings into practical improvements for Notion.
Help shape the long-term vision for CX’s AI support footprint, including how AI can responsibly improve self-service, agent handoff, operational efficiency, product adoption, and customer outcomes.