客户体验知识架构师
CX Knowledge Architect
我们是谁
Notion 是一个协作型 AI 工作空间，让团队和代理共同思考 https://www.youtube.com/watch?v=vkpYpWfEK5s。我们正在打造一个地方，让你的知识、项目、会议和 AI 工具并肩共存，使工作更快、更清晰、更不零散。数百万个人、小团队和大公司都在 Notion 上开展工作。
Notinos（我们的员工）是实现这一未来工作的客户零号。我们重视工艺，打造经得起时间考验的事物，并相信优秀的工作本质上仍是人类的。我们的目标不是推出下一个功能。每一位 Notinos 团队都在努力设定人类在 AI 时代协作的标准。从构建企业的记录系统，到创建和管理 AI 代理，再到自动化繁忙的工作，我们非常重视为客户腾出更多时间去完成他们生命中的重要工作。
关于该职位：
在全球范围内负责 CX 赋能知识战略和系统。
Notion 发布速度快，我们的客户体验依赖于支持团队能够快速找到准确答案。这个职位的存在是为了在知识库扩展时保持其新鲜度——通过设计持久的信息架构和治理机制，以跟上频繁的产品变更。
在 Notion 不同之处在于：你会作为客户零号使用 Notion，构建一个为人类和 AI 都设计的动态记录系统——这样正确的人（和正确的代理）可以在正确的时间获取正确信息。你将负责内部知识库的端到端（内容 + 页面结构），与 CX 赋能、产品运营、质量保证和供应商运营合作，确保其可靠且有效。
你将取得的成果：
- 作为系统全面负责 CX 知识：让 CX 团队更快地检索可信、最新知识，随着 Notion 的发展提升支持质量和效率。
- 设计并演进信息架构（IA）：定义知识在整个生命周期（收集 → 草稿 → 审核 → 发布 → 维护 → 归档）中如何结构化、治理、维护和衡量。
- 设定质量标准和治理：定义模板、撰写指南和审核/批准流程（尤其是高风险政策领域，如计费、法律、安全、定价）。
- 在大规模下保持准确性和新鲜度：扩展知识创建和维护计划，使发布内容和更新不会因单一团队而受阻。
- 构建模块化、可重用的知识：推动标准化和复用，提高知识资产的长期价值和效率。
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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.
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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.