CX Knowledge Architect

Notion is the collaborative AI workspace where teams and agents think together. 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.

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.

• 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 $136000- $160000 per year.

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#LI-Onsite

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.

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.

What We Do

Notion is a collaborative AI workspace. Teams use it to store knowledge run projects take meeting notes and build AI workflows — all in one place so AI always has the context it needs to be useful.We're building the layer where AI stops being a chat window and starts being part of how work gets done. Knowledge decisions and action in one connected system.

Why Work With Us

We're building the layer where AI stops being a chat window and starts being part of how work gets done. Notion is where AI becomes useful at work: real workflows real users real context. People here move from idea to shipped without asking permission. If you want your fingerprints on work that millions of people use this is the place.

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