Social Support Specialist

Notion•San Francisco, CA

10d•Onsite

About The Position

Notion is seeking a Social Support Specialist to be the public face of our customer support on social media. This role is ideal for someone who is passionate about helping customers, skilled at navigating fast-paced online conversations, and eager to build and evolve a world-class social support program. You will directly engage with users on X (formerly Twitter) and other major platforms, manage our end-to-end social support strategy, and play a critical role in shaping how Notion listens to, supports, and learns from our community. This is a unique opportunity to not just run day-to-day operations, but to shape our entire social support strategy from the ground up while influencing Notion’s broader approach to social engagement.

Requirements

You have 5+ years of experience in customer support, customer experience program management, or social media support or engagement roles, preferably at a SaaS or technology company.
You are an exceptional writer with a keen sense of judgment and empathy, able to communicate clearly and effectively in public online spaces.
You have direct experience managing customer conversations on X, Instagram, LinkedIn, or similar platforms, and are comfortable with the pace and visibility of social support.
You have a strong understanding of social media tools (e.g., Sprout Social or similar) for monitoring, engagement, and reporting.
You are proactive, organized, and able to manage multiple priorities in a fast-moving environment.
You are comfortable working cross-functionally and can navigate ambiguity, collaborating with product, engineering, marketing, and community teams to drive resolution.
You are enthusiastic about helping customers and thrive on solving problems, big or small.
You have experience with Notion as a product, and ideally have supported others in getting the most out of Notion.

Nice To Haves

Experience with community management or supporting ambassador/influencer programs is a plus.
Experience supporting or moderating online communities (forums, Discord, Slack, Telegram, etc.).
Familiarity with SaaS product feedback loops and customer advocacy programs.
Prior experience at a company with a strong social brand presence.

Responsibilities

Direct Social Engagement: Responding in real-time to customer inquiries, issues, and feedback on X and other social platforms as Notion’s public-facing support agent. You’ll represent our brand voice—warm, direct, and genuinely helpful—while addressing a range of questions, troubleshooting issues, and celebrating customer wins.
Program Ownership: Owning and evolving the daily operations and strategy for Notion’s social support program. This includes monitoring mentions and DMs, triaging and coordinating with internal stakeholders, and ensuring we deliver timely, high-quality responses across all active channels.
Escalation Management: Managing social and executive support escalations through to resolution by directly collaborating with internal teams (such as Product, Engineering, and Finance). You will ensure that complex or high-impact issues are surfaced, tracked, and resolved, keeping customers informed throughout the process.
Platform Expansion: Assessing opportunities to expand Notion’s social support presence to new platforms (ex: LinkedIn), and developing recommendations and pilots for new channels.
Community & Ambassador Support: Overseeing CX's support for Notion Ambassadors, ensuring quality and consistency in troubleshooting and account support while directly running point on Ambassador insights and bug management.
Product Feedback Loop: Collecting, synthesizing, and sharing product feedback and trends from social channels and Ambassadors with the relevant Notion teams, helping to shape prioritization and feature development.
Brand Voice Champion: Upholding and modeling Notion’s brand voice and tone in every interaction—sounding like a knowledgeable friend who is human, warm, helpful, and honest.
Respond to support inquiries, complaints, and feedback on X and other social media channels in a timely, professional, and empathetic manner.
Monitor social media for Notion mentions, proactively surface and address customer needs, and identify trends or emerging issues.
Triage and escalate urgent or complex cases to the appropriate internal teams, following established workflows and ensuring resolution.
Track and report on social support metrics and customer sentiment, using insights to improve our approach and inform internal stakeholders.
Develop and iterate on response templates, escalation protocols, and knowledge resources for social support.
Evaluate and pilot expansion to new platforms as Notion’s social reach grows.
Contribute to broader Social and Ambassador program initiatives, including supporting community events and product launches.
Gather and share actionable product feedback from social and community channels.
Stay up-to-date on best practices in social customer support and community management in SaaS.