AI Chat Support Lead
Core
Own and drive Notion's AI self-serve support strategy across chat and emerging AI support interfaces to improve deflection, CSAT, and customer adoption.
Role type
Senior individual contributor, AI support strategy lead
Builds
AI-powered self-serve support experiences and operational programs
Domain
SaaS customer experience and generative AI support
Deliverable
production ML models | product features | dashboards & analysis | client delivery
Required skills
AI support operations, generative AI workflows, program leadership, cross-functional stakeholder management, data-driven decision making, roadmap management, systems thinking, operational rigor, customer judgment
Preferred skills
Experience with AI customer support platforms (Decagon, Ada, Sierra, Intercom, Zendesk AI), high-growth SaaS environment, partnering with Product/Engineering/ML teams, knowledge system design, experiment design, SQL/analytics tools
Technologies
Decagon, Ada, Sierra, Intercom, Zendesk AI, SQL, BI dashboards
Responsibilities
Own AI self-serve support strategy and roadmap; Partner with third-party AI support vendors; Manage core AI Support KPIs (deflection, CSAT, QA); Collaborate with Conversation Designer on QA strategy; Identify tooling and automation opportunities; Lead cross-functional projects; Define experimentation frameworks; Shape long-term CX AI support vision
Seniority
Senior, hands-on IC with strategic ownership
