Customer Experience Process Architect

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What Notion is looking for in applicants

About Us:

We're on a mission to make it possible for every person, team, and company to be able to tailor their software to solve any problem and take on any challenge. Computers may be our most powerful tools, but most of us can't build or modify the software we use on them every day. At Notion, we want to change this with focus, design, and craft.

We've been working on this together since 2016 and have customers like Pixar, Mitsubishi, Figma, Plaid, Match Group, and thousands more on this journey with us. Today, we're growing fast and excited for new teammates to join us who are the best at what they do. We're passionate about building a company as diverse and creative as the millions of people Notion reaches worldwide.

About The Role:

This key role will spearhead our efforts to design and optimize field processes across the customer support journey.

This work will ensure our customers have a delightful experience when engaging with Notion’s Customer Support; our agents have a comprehensive and well-instrumented process at every step of the journey. Your business process and analytical skills will be instrumental in helping Notion scale globally-aligned processes and optimize for cost-effective Support operations. As the organization unifies around specific frameworks, platforms, & solutions, you’ll design new, highly-orchestrated processes that support the global needs of our organization.

Notion seeks a results-oriented individual to join the Customer Experience Team. This role will partner with CX Leaders, CX System Technical Lead, Revenue Operations, and Data Science. Our business requires that agents consistently operate at the top of their profession with processes and engagements that create value for our users at every step of their journey with Notion Support. We are seeking a Business Process Architect who is passionate about customer centricity and skilled in multi-tiered support behavior. Your efforts will be the key to ensuring we design impactful customer-centric support processes in this role.

This position is an individual contributor role reporting to the Global Head of Customer Experience.

What You'll Achieve:

  • Act as the Strategic Program Lead to develop, design & document end-to-end process resulting in operationalized playbooks that represent best-in class support execution across the customer journey
  • Develop and enhance Tier 0 (one-to-many) program through cultivating the Knowledge Center and leveraging automation in order to reduce ticket volume and escalations
  • Develop and iterate on routing and escalation rules
  • Work with GTM Leaders and Product Management to ensure the processes developed align with the Customer Journey
  • Develop and effectively communicate processes through visuals and process flows at all levels of the organization, including both business leaders and technical support teams
  • Develop, own and maintain core documentation (SOPs) of support processes
  • Recommend new methods to improve the experience and productivity of internal users (support, distributed workforce, etc.)
  • Create and implement test plans for new processes including the summarization of feedback
  • Spend time auditing inboxes and witnessing execution of current state process and future state enhancements
  • Lead pilot programs for key initiatives and report on those key pilots for broader rollout/execution

Skills You'll Need to Bring:

  • 6+ years of Revenue Operations, Customer Operations, or Sales Operations
  • Expertise in analyzing and designing business processes and recommending improvements
  • Ability to effectively interact with and influence all levels, from ICs to executives
  • Superior communication skills; the ability to effectively communicate with both business and technical teams
  • Strong ability to create process documentation visualizations
  • Strong ability to create/maintain cross-team relationships and partnerships
  • Experience with reporting tools (Excel, Tableau, CX ticketing systems, or similar)
  • Experience at a SaaS company

Nice to Haves:

  • Experience with Zendesk
  • Six-sigma, lean, agile or similar certification

Our customers come from all walks of life and so do we. We hire great people from a wide variety of backgrounds, not just because it's the right thing to do, but because it makes our company stronger. If you share our values and our enthusiasm for small businesses, you will find a home at Notion.

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.


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What is Notion looking for?
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