CX Knowledge Architect

About the role

In this role, you will oversee the entire customer experience knowledge system, ensuring that information is easily accessible and up-to-date for CX teams. You will design and maintain the information architecture, setting quality standards and governance processes to improve support efficiency as Notion continues to grow.

Your responsibilities will include building modular knowledge components and optimizing the knowledge base for AI retrieval. You will collaborate with various departments to ensure that support is ready and that knowledge management processes are efficient and effective.

The salary range reflects competitive compensation based on various factors including location and experience.

Skills that matter here

• Program + system ownership: This role requires experience in managing an end-to-end knowledge system.
• Information architecture + governance depth: You will need to design scalable information architecture and governance models.
• Systems thinking + operational excellence: The ability to create durable processes that can scale is essential.
• Quality and maintenance rigor: You will be responsible for maintaining high standards of content quality.
• Data-informed prioritization + AI literacy: Understanding how to leverage data for impactful work is crucial.

Who this role suits

• A candidate who has experience in knowledge management or technical writing.
• Someone who is detail-oriented and values quality in content creation.
• An individual who can work collaboratively across teams and manage multiple stakeholders.
• A person who is adaptable and can thrive in a fast-paced, changing environment.

From the employer

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.

What Notion Offers:

• 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.