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CX Knowledge Architect
Notion · New York, New York, United States
Pay
$136k–160k
Setting
Hybrid
WHO WE ARE
Notion is the collaborative AI workspace where teams and agents think together https://www.youtube.com/watch?v=vkpYpWfEK5s. We're building one place where your knowledge, projects, meetings, and AI tools live side by side, so work is faster, clearer, and less fragmented. Millions of individuals, small teams, and large companies run their work on Notion.
Notinos (our employees) are customer zero in bringing this future of work to life. We care about craft, building things that last, and the belief that great work is still fundamentally human. Our goal isn’t to ship the next feature. Each and every team of Notinos is working to set the standard for how humans work together in the AI era. From building a business’s system of record to making and managing AI agents to automating away the busy work, we care deeply about giving our customers more time for their life’s work.
ABOUT THE ROLE:
Own CX enablement knowledge strategy + systems globally.
Notion ships quickly, and our customer experience depends on support teams being able to find accurate answers fast. This role exists to keep our internal knowledge base fresh as it scales—by designing durable information architecture and governance that keeps pace with frequent product change.
What’s different at Notion: you’ll use Notion as customer zero, building a living system of record structured for both humans and AI—so the right people (and the right agents) can retrieve the right information at the right time. You’ll own the internal knowledge base end-to-end (content + page structure), partnering with CX Enablement, Product Ops, QA, and Vendor Ops to keep it reliable and effective.
WHAT YOU'LL ACHIEVE:
- Own end-to-end CX knowledge as a system: Make it dramatically faster for CX teams to retrieve trustworthy, up-to-date knowledge, improving support quality and efficiency as Notion grows.
- Design and evolve information architecture (IA): Define how knowledge is structured, governed, maintained, and measured across the full lifecycle (intake → draft → review → publish → maintenance → archive).
- Set quality standards + governance: define templates, authoring guidelines, and review/approval paths (especially for high-risk policy areas like billing, legal, security, pricing).
- Maintain accuracy + freshness at scale: expand knowledge creation + maintenance programs so launch content and updates don’t bottleneck on a single team.
- Build modular, reusable knowledge: drive standard sections and reusable modules (definitions, constraints, escalation paths, policy snippets) using synced blocks and consistent structure to enable reuse across KB + macros.
- Supervise content agents + KB automation: Optimize the KB for AI retrieval, and use AI to improve quality and coverage (AI-assisted content QA, gap detection, and draft suggestions with human review), with clear standards for what gets published.
- Partner cross-functionally for support readiness: triage and coordinate requests from CX, Product, Eng, and Legal/Finance; translate decisions into support-ready guidance (decision trees, escalation paths, KB updates, internal comms).
- Measurably improve freshness, launch coverage, and workflow efficiency—while raising the bar on the system’s quality, usability, and durability.
SKILLS YOU'LL NEED TO BRING:
- Program + system ownership: experience owning an end-to-end knowledge system (not just shipping individual docs) in knowledge management, CX enablement, technical writing, content ops, or adjacent roles.
- Information architecture + governance depth: ability to design scalable IA (taxonomy/tagging/page structures) and run governance/review models that protect quality and reduce risk.
- Systems thinking + operational excellence: can build durable processes that scale across many contributors and withstand high change velocity; experience building modular, reusable content components.
- Quality and maintenance rigor: demonstrated ability to run content QA, audit cadences, and freshness programs.
- Data-informed prioritization + AI literacy: uses qualitative + quantitative signals to focus on the highest-impact work, and understands how structure affects AI/human retrieval.
Notion is committed to providing highly competitive cash compensation, equity, and benefits. The compensation offered for this role will be based on multiple factors such as location, the role’s scope and complexity, and the candidate’s experience and expertise, and may vary from the range provided below. For roles based in New York City, the estimated base salary range for this role is $136,000- $160,000 per year.
By clicking “Submit Application”, I understand and agree that Notion and its affiliates and subsidiaries will collect and process my information in accordance with Notion’s Global Recruiting Privacy Policy https://notion.notion.site/Notion-Global-Recruiting-Privacy-Policy-fc3eb4e829354a26a2bb6fd5e289b550?pvs=74 and NYLL 144 https://notion.notion.site/Ashby-AI-Bias-Audit-2b0efdeead05803bbbfae159ec86c528.
#LI-Onsite
A NOTE ON AI
You don’t need deep AI expertise for every role, but we do expect every Notino to be intellectually curious, drawn to tinkering and discovery, and excited to use AI as a real collaborator in their work. For some roles, AI fluency is a core requirement — when that’s the case, we'll say so explicitly in the qualifications. People who thrive here don’t treat AI as a novelty. They use it to think better, and make their work easier for others to build on.
EQUAL OPPORTUNITY & ACCOMMODATIONS
We hire talented people from a wide range of backgrounds. If you’re excited about this role but don’t meet every bullet, we still encourage you to apply. Notion is an equal opportunity employer and does not discriminate on the basis of any legally protected characteristic. Consistent with applicable law, we will consider for employment qualified applicants with arrest and conviction records. Notion provides reasonable accommodations during the application process; if you need one, please let your recruiter know.
Notion is proud to be an equal opportunity employer. We do not discriminate in hiring or any employment decision based on race, color, religion, national origin, age, sex (including pregnancy, childbirth, or related medical conditions), marital status, ancestry, physical or mental disability, genetic information, veteran status, gender identity or expression, sexual orientation, or other applicable legally protected characteristic. Notion considers qualified applicants with criminal histories, consistent with applicable federal, state and local law. Notion is also committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, please let your recruiter know.
Listed by Notion for a position based in the United States. Employers on this board attest they are hiring domestically.
Technical Enablement Manager, Customer Experience
Notion · New York, New York, United States
Pay
$165k–185k
Setting
Hybrid
WHO WE ARE
Notion is the collaborative AI workspace where teams and agents think together https://www.youtube.com/watch?v=vkpYpWfEK5s. We're building one place where your knowledge, projects, meetings, and AI tools live side by side, so work is faster, clearer, and less fragmented. Millions of individuals, small teams, and large companies run their work on Notion.
Notinos (our employees) are customer zero in bringing this future of work to life. We care about craft, building things that last, and the belief that great work is still fundamentally human. Our goal isn’t to ship the next feature. Each and every team of Notinos is working to set the standard for how humans work together in the AI era. From building a business’s system of record to making and managing AI agents to automating away the busy work, we care deeply about giving our customers more time for their life’s work.
ABOUT THE ROLE:
We’re looking for a Technical Enablement Manager to own the end-to-end learning, knowledge, and training experience for Notion’s global customer experience (CX) teams—spanning onboarding, change management, and continuous learning. This is an opportunity to build, lead and innovate on programs that ensure customer-facing support teams have the knowledge, skills and processes they need to consistently deliver high-quality support experiences to Notion customers. You’ll set the enablement strategy, partnering closely with CX leadership and cross-functional partners to identify skill, knowledge and process gaps, and translate those needs into durable enablement solutions—content, workflows, and programs.
This role is based in New York City, USA. 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.
WHAT YOU'LL ACHIEVE:
- Own end-to-end CX enablement for a business vertical: define learning outcomes, readiness expectations, and content strategy across the learning journey (onboarding → proficiency → change management → continuous improvement).
- Develop and maintain training and knowledge content: take a holistic approach to the learning experience, producing and maintaining comprehensive “enablement kits”, including content creation and maintenance for training materials, knowledge base resources, SOPs, support comms, etc.
- Build and evolve onboarding: design journeys that reduce time-to-productivity and improve role readiness.
- Lead launch readiness: translate product launches into clear readiness plans, content, and delivery for customer-facing teams.
- Measure impact and iterate: define, track and continuously improve training outcomes (readiness, QA outcomes, time-to-productivity, ticket quality, etc) while aligning to wider CX goals (CSAT, ART, productivity metrics, etc); report outcomes to stakeholders and leadership.
SKILLS YOU'LL NEED TO BRING:
- Program ownership: 7+ years experience building and leading onboarding and ongoing enablement programs (ideally for support, CX, or other customer-facing teams).
- Strong content strategy + knowledge management: proven experience designing and maintaining scalable, durable learning and knowledge experiences, not just create one-off trainings; able to build and maintain a comprehensive library of training content, activities, knowledge base articles, and team-wide communications.
- Instructional design capability: able to translate complex product/process changes into clear, role-relevant learning and documentation.
- Measurement + critical thinking: comfort using metrics to define success, identify opportunities and measure impact; make data-informed decisions that proactively address performance gaps and continuously improve programs and performance outcomes.
- Cross-functional influence + operational rigor: skilled at aligning multiple partners, driving timelines, and building repeatable processes across multiple workstreams in an evolving tech landscape.
- AI literacy + excellent communication: curious and pragmatic about using AI tools in day-to-day workflows (content creation, knowledge ops, analysis/QA), with good judgment and oversight; clear writing, strong facilitation, and ability to tailor messaging to different audiences.
Notion is committed to providing highly competitive cash compensation, equity, and benefits. The compensation offered for this role will be based on multiple factors such as location, the role’s scope and complexity, and the candidate’s experience and expertise, and may vary from the range provided below. For roles based in New York City, the estimated base salary range for this role is $165,000- $185,000 per year.
By clicking “Submit Application”, I understand and agree that Notion and its affiliates and subsidiaries will collect and process my information in accordance with Notion’s Global Recruiting Privacy Policy https://notion.notion.site/Notion-Global-Recruiting-Privacy-Policy-fc3eb4e829354a26a2bb6fd5e289b550?pvs=74 and NYLL 144 https://notion.notion.site/Ashby-AI-Bias-Audit-2b0efdeead05803bbbfae159ec86c528.
#LI-Onsite
A NOTE ON AI
You don’t need deep AI expertise for every role, but we do expect every Notino to be intellectually curious, drawn to tinkering and discovery, and excited to use AI as a real collaborator in their work. For some roles, AI fluency is a core requirement — when that’s the case, we'll say so explicitly in the qualifications. People who thrive here don’t treat AI as a novelty. They use it to think better, and make their work easier for others to build on.
EQUAL OPPORTUNITY & ACCOMMODATIONS
We hire talented people from a wide range of backgrounds. If you’re excited about this role but don’t meet every bullet, we still encourage you to apply. Notion is an equal opportunity employer and does not discriminate on the basis of any legally protected characteristic. Consistent with applicable law, we will consider for employment qualified applicants with arrest and conviction records. Notion provides reasonable accommodations during the application process; if you need one, please let your recruiter know.
Notion is proud to be an equal opportunity employer. We do not discriminate in hiring or any employment decision based on race, color, religion, national origin, age, sex (including pregnancy, childbirth, or related medical conditions), marital status, ancestry, physical or mental disability, genetic information, veteran status, gender identity or expression, sexual orientation, or other applicable legally protected characteristic. Notion considers qualified applicants with criminal histories, consistent with applicable federal, state and local law. Notion is also committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, please let your recruiter know.
Listed by Notion for a position based in the United States. Employers on this board attest they are hiring domestically.
Enterprise Technical Support Engineer
Notion · San Francisco, California, United States
Pay
$160k–185k
Setting
Hybrid
WHO WE ARE
Notion is the collaborative AI workspace where teams and agents think together https://www.youtube.com/watch?v=vkpYpWfEK5s. We're building one place where your knowledge, projects, meetings, and AI tools live side by side, so work is faster, clearer, and less fragmented. Millions of individuals, small teams, and large companies run their work on Notion.
Notinos (our employees) are customer zero in bringing this future of work to life. We care about craft, building things that last, and the belief that great work is still fundamentally human. Our goal isn’t to ship the next feature. Each and every team of Notinos is working to set the standard for how humans work together in the AI era. From building a business’s system of record to making and managing AI agents to automating away the busy work, we care deeply about giving our customers more time for their life’s work.
ABOUT THE ROLE
As a enterprise technical support engineer, you will work closely with our enterprise customers and engineers to resolve their most complex issues. You will also help build out systems and processes to manage tasks to completion. You will problem solve with our technical teams and work to resolve as much as you can while scaling our systems and support processes.
This role will be based in San Francisco. 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.
WHAT YOU'LL ACHIEVE
- Work closely with our largest customers providing white-glove support to solve the most challenging support interactions
- Build and maintain strong relationships with enterprise customers, ensuring high levels of engagement and satisfaction
- Lead the troubleshooting and resolution of advanced technical issues across Notion’s platform and embedded partner applications, with a focus on unlocking AI usage for customers
- Act as a bridge between your customers and Notion engineering teams by reproducing issues, driving resolution through detailed bug reports, and closing the loop proactively with your customers
- Work cross-functionally across engineering and product to build processes and manage issues
- Perform advanced troubleshooting of products and embedded partner applications
- Reproduce customer issues, perform initial codebase triage, and file bugs with Engineering
- Manage key performance metrics defined within the team
- Respond to high-priority customer issues
- Create, refine, and scale support processes, working to improve overall support efficiency and effectiveness in handling complex, high-priority cases
- Collaborate on the creation and maintenance of both internal knowledge and customer-facing documentation, enhancing self-service support options for customers
- Participate in an on-call rotation to assist customers outside of normal working hours (once in a few months)
SKILLS YOU'LL NEED TO BRING
- 10+ years of experience in technical support, technical account management, or similar role
- You have experience owning and scaling support processes end-to-end to drive customer and company outcomes. This includes but is not limited to creating internal documentation, proposing and owning process changes, and advocating for specific customer outcomes
- You have a strong understanding of and experience with REST APIs
- You have experience advising customers on AI tool adoption
- You have knowledge and experience troubleshooting desktop applications on Microsoft Windows and macOS
- You have experience advising both technical and non-technical stakeholders, and communicating complex issues with clarity
- You have knowledge of Single Sign-On including OAuth, SAML, and SCIM
- You have strong analytical, debugging, and problem-solving skills
- You are able to analyze server and client application logs and identify the root cause of errors
- You have strong written and verbal communication skills and can work with both technical and non-technical audiences
- You are able to balance user expectations while understanding policies and compliance boundaries
- You are able to work under pressure and remain focused, confident and professional
- You are able to collaborate effectively with peers and across teams that are located in multiple offices
- You have experience mentoring more junior team members to deepen their technical expertise and drive outcomes for the business and customers
- You don’t need to be an AI expert, but you’re curious and willing to adopt AI tools to work smarter and deliver better results
NICE TO HAVES
- Knowledge of Linux, APIs, NoSQL, MySQL, and similar open-source technologies
- Experience with scripting languages such as Python, Java, JavaScript, or TypeScript
- Deep existing knowledge of Notion
- Experience operating in an organization that does Knowledge-Centered Service (KCS)
Notion is committed to providing highly competitive cash compensation, equity, and benefits. The compensation offered for this role will be based on multiple factors such as location, the role’s scope and complexity, and the candidate’s experience and expertise, and may vary from the range provided below. For roles based in San Francisco, the estimated base salary range for this role is $160,000 - $185,000 per year.
By clicking “Submit Application”, I understand and agree that Notion and its affiliates and subsidiaries will collect and process my information in accordance with Notion’s Global Recruiting Privacy Policy https://notion.notion.site/Notion-Global-Recruiting-Privacy-Policy-fc3eb4e829354a26a2bb6fd5e289b550. https://dev.notion.so/a3ce416456924276a59de91bca740028?pvs=21#LI-Onsite
A NOTE ON AI
You don’t need deep AI expertise for every role, but we do expect every Notino to be intellectually curious, drawn to tinkering and discovery, and excited to use AI as a real collaborator in their work. For some roles, AI fluency is a core requirement — when that’s the case, we'll say so explicitly in the qualifications. People who thrive here don’t treat AI as a novelty. They use it to think better, and make their work easier for others to build on.
EQUAL OPPORTUNITY & ACCOMMODATIONS
We hire talented people from a wide range of backgrounds. If you’re excited about this role but don’t meet every bullet, we still encourage you to apply. Notion is an equal opportunity employer and does not discriminate on the basis of any legally protected characteristic. Consistent with applicable law, we will consider for employment qualified applicants with arrest and conviction records. Notion provides reasonable accommodations during the application process; if you need one, please let your recruiter know.
Notion is proud to be an equal opportunity employer. We do not discriminate in hiring or any employment decision based on race, color, religion, national origin, age, sex (including pregnancy, childbirth, or related medical conditions), marital status, ancestry, physical or mental disability, genetic information, veteran status, gender identity or expression, sexual orientation, or other applicable legally protected characteristic. Notion considers qualified applicants with criminal histories, consistent with applicable federal, state and local law. Notion is also committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, please let your recruiter know.
Listed by Notion for a position based in the United States. Employers on this board attest they are hiring domestically.
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