CX Knowledge Architect

Notion Labs
New York
Workplace: HybridFull timeFunction: Solutions Engineering & Sales EngineeringSkills: ["Program management","Information architecture","Systems thinking","Content governance","AI literacy"]

Lead the design and governance of Notion’s CX knowledge system, building a scalable information architecture and end-to-end knowledge management processes to empower CX teams and AI-driven retrieval. Own content structure, governance templates, and collaboration with CX Enablement, Product Ops, QA, and Vendor Ops to ensure accurate, up-to-date knowledge as products evolve. Role is based in NYC with in-person anchor days.

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Notion Labs
Notion Labs
2 months ago

CX Knowledge Architect

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Source: Company careers pageValidated by: Fursa AI
Last checked: 19 hours agoStatus: Live

Job Summary

Lead the design and governance of Notion’s CX knowledge system, building a scalable information architecture and end-to-end knowledge management processes to empower CX teams and AI-driven retrieval. Own content structure, governance templates, and collaboration with CX Enablement, Product Ops, QA, and Vendor Ops to ensure accurate, up-to-date knowledge as products evolve. Role is based in NYC with in-person anchor days.
Location: New York
Workplace: Hybrid
Employment Type: Full time
Job Function: Solutions Engineering & Sales Engineering

Key Responsibilities

  • •Own end-to-end CX knowledge as a system, making it dramatically faster for CX teams to retrieve up-to-date knowledge and improve support quality as Notion grows.
  • •Design and evolve information architecture (IA) to govern knowledge across its full lifecycle (intake to archive).
  • •Set quality standards and governance, including templates, authoring guidelines, and review/approval paths for high-risk areas.
  • •Maintain accuracy and freshness at scale by expanding knowledge creation and maintenance programs and reducing bottlenecks.
  • •Supervise content agents and KB automation to optimize retrieval for AI and human users, with clear standards for publishing.

Key Requirements

  • •Experience owning an end-to-end knowledge system in knowledge management, CX enablement, technical writing, content ops, or adjacent roles.
Experience:Customer experienceKnowledge management
Skills:Program managementInformation architectureSystems thinkingContent governanceAI literacy
Tech Stack:NotionAI

Company Brief

Notion Labs
Notion builds a customizable all-in-one workspace for notes, docs, databases, and collaboration, now adding AI-powered features and enterprise capabilities to serve teams and organizations worldwide.
Industry: Enterprise Software
Company Size: Large (251 to 1,000 employees)
Revenue: USD 500M to 1B
Growth: Scaleup
Valuation: Unicorn (USD 1B+)
Funding: Series C
Headquarters: San Francisco, United States
Founded: 2016
Glassdoor
Glassdoor: 4.5
WebsiteLinkedInGlassdoor