[Remote] AI Conversation Designer, Customer Support

Note: The job is a remote job and is open to candidates in USA. Solinius is a collaborative AI workspace company that aims to enhance teamwork and productivity. They are seeking an AI Conversation Designer for Customer Support to create a seamless AI customer support journey, focusing on designing chatbot flows and maintaining knowledge systems for automated support. The role requires ownership of the execution and quality of chatbot interactions, partnering with technical teams, and continuously improving the customer support experience through data-driven insights.

Responsibilities

• Own the day-to-day execution and quality of chatbot intents and knowledge (build, QA, iterate)
• Own intent architecture end-to-end: taxonomy design, hierarchical intents, coverage mapping, and gap analysis
• Operate a rolling QA program (intent performance review, regression checks, gap analysis) and drive refinements
• Keep chatbot information and knowledge up to date to ensure accurate, consistent customer support
• Support launches by implementing and quality testing new intents and knowledge within the chatbot
• Partner with technical teams to configure and validate tooling & integrations (as applicable): ticketing/CRM handoff, account context, and structured data lookups
• Drive release rigor for AI support experiences, including production releases: versioning, staged rollouts, regression testing, and change logs
• Use analytics, A/B testing, and generative AI recommendations to identify gaps in Notion’s automated support experience; translate findings into measurable improvements
• Contribute to conversation design guidelines and best practices in partnership with the AI Chatbot Lead and Subject Matter Experts (SMEs)
• Design conversation logic and dialog that fits Notion’s brand guidelines and can scale across multiple domains, channels, and languages
• Partner with User Ops and CX leaders to drive visibility and measure success

Skills

• 3+ years of conversation design experience with in-depth knowledge of conversation design, UX copy, or linguistic content verification
• Demonstrated experience designing and improving chatbot experiences; using data to show the impact/ROI of those designs
• Strong operational rigor: you can run QA programs, maintain knowledge freshness, and manage a backlog of improvements
• Strong cross-functional execution skills: you can partner with SMEs and product/CX teams to ship against launch timelines
• You have a metrics mindset: you believe success is a measured outcome, and will dive deep into data to inform design and prioritization decisions
• You have a proven ability to deal with ambiguity in a rapidly changing business environment
• You have experience with Decagon, Ada, Sierra, or using generative AI for support automation with another chatbot
• Experience at a high-growth SaaS company
• Experience using Notion
• Some familiarity with Python or SQL

Benefits

• Notion is committed to providing highly competitive cash compensation, equity, and benefits.

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