Notion4 дня назад

AI Chat Support Lead

Полная занятостьУдалёнка

Обязанности

01Own and drive Notion's AI self-serve support strategy across chat and emerging AI support interfaces
02Advance Notion's Digital Strategy by identifying opportunities for AI Support to improve product adoption and onboarding outcomes
03Manage the shared internal and third-party AI Support roadmap
04Partner with Notion's third-party AI support partner to scope, launch, evaluate, and iterate on new capabilities
05Take direct responsibility for core AI Support KPIs including deflection rate, CSAT, and QA quality
06Use data, customer insights, QA findings, and support trends to identify opportunities and diagnose performance gaps
07Partner with Conversation Designer to build and operate a rigorous QA strategy
08Identify tooling, automation, and integration opportunities to expand customer issue resolution
09Collaborate with Product, Engineering, Data, CX, and GTM teams to develop proactive support experiences
10Support GTM initiatives such as sales qualification and customer education
11Lead cross-functional projects across internal teams and external partners
12Define experimentation frameworks for AI Support improvements
13Stay current on generative AI support best practices and emerging trends
14Help shape the long-term vision for CX's AI support footprint

016+ years of experience in customer support operations, AI support operations, product operations, customer experience strategy, or related field
02Deep familiarity with modern AI support, chatbot, or conversational AI best practices
03Proven experience driving measurable results for customer support or self-serve KPIs
04Strong program leadership skills with experience leading cross-functional initiatives
05Experience working with external vendors or third-party partners
06Meaningful ownership of complex support or automation programs