CX Strategy & Ops Lead — AI-Driven, Scalable Support

Notion; San Francisco (CA); On-site; USD 230,000 - 260,000; Full time

Benefits offered by this job

Equity

Benefits

Competitive cash compensation

Job summary

Notion is seeking a CX Strategy & Ops Lead to design and execute their customer support strategy, ensuring exceptional experiences for users. You will partner with CX Leadership and cross-functional teams to identify customer needs and implement high-value support strategies.

The ideal candidate has over 8 years of experience in customer support, strong project management skills, and an AI-first approach to enhancing customer experiences. Exceptional communication and analytical abilities are essential for this impactful role.

Qualifications

• 8+ years of experience in customer support and success strategy and operations.
• 3+ years of people leadership experience.
• Strong analytical skills to analyze data and track success.

Responsibilities

• Own the execution of the customer support strategy for Notion users.
• Identify and implement frameworks to streamline operations.
• Refine and track key performance metrics like CSAT.

Skills

Customer support and success strategy experience

People leadership

Project management

Excellent communication

Analytical skills

AI-first approach

Education

Bachelor’s degree in Business Administration, Marketing, or a related field

Tools

Zendesk

Gainsight

Decagon

Job description

Notion is seeking a CX Strategy & Ops Lead to design and execute their customer support strategy, ensuring exceptional experiences for users. You will partner with CX Leadership and cross-functional teams to identify customer needs and implement high-value support strategies.

The ideal candidate has over 8 years of experience in customer support, strong project management skills, and an AI-first approach to enhancing customer experiences. Exceptional communication and analytical abilities are essential for this impactful role.