AI Conversation Designer, Customer Support
Core
Designing flows and intent architecture for an AI customer support chatbot and email system to create an effortless support journey.
Role type
AI Conversation Designer (Customer Support)
Builds
Automated AI support experiences (chatbot and email) for Notion's user base
Domain
SaaS / Customer Experience / Generative AI
Deliverable
production ML models | product features
Required skills
conversation design, intent architecture, QA program management, knowledge base maintenance, data-driven iteration, cross-functional partnership, metrics mindset, ambiguity navigation
Preferred skills
experience with Decagon/Ada/Sierra, Python, SQL, high-growth SaaS environment
Technologies
Decagon, Ada, Sierra, generative AI
Responsibilities
Own day-to-day execution and quality of chatbot intents and knowledge; architect intent taxonomy and routing logic; operate rolling QA programs; update knowledge bases; implement new intents for launches; partner with technical teams on integrations; drive release rigor; analyze support gaps using analytics and A/B testing; design scalable conversation logic aligned with brand guidelines
Seniority
Mid-level, hands-on IC