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
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