CX Knowledge Architect

About the role

This role focuses on developing and managing Notion's customer experience knowledge system from end to end. The primary goal is to make knowledge retrieval faster and more reliable for CX teams, which will improve support quality and operational efficiency as the company expands. This involves defining how knowledge is structured, governed, maintained, and measured throughout its entire lifecycle, from initial intake to archiving.

A key part of the work involves designing and evolving the information architecture, including setting quality standards, authoring guidelines, and review processes, especially for critical policy areas like billing, legal, and security. The architect will also expand knowledge creation and maintenance programs to ensure content accuracy and freshness, preventing bottlenecks during product launches and updates. This includes building modular, reusable content components to enable consistency across the knowledge base.

The role also requires optimizing the knowledge base for AI retrieval and using AI tools to enhance content quality and coverage, such as AI-assisted QA and gap detection, always with human oversight for publication. The CX Knowledge Architect will collaborate with various internal teams, including Product, Engineering, Legal, and Finance, to translate decisions into clear, support-ready guidance, aiming to measurably improve content freshness, launch coverage, and workflow efficiency.

The estimated base salary range for this role in New York City is $136,000 to $160,000 per year.

Skills that matter here

• Program + system ownership: This role requires taking full responsibility for a complete knowledge system, not just individual documents, to improve CX support.
• Information architecture + governance depth: The role involves designing scalable structures for knowledge and implementing review models to maintain quality and reduce risks.
• Systems thinking + operational excellence: This skill is crucial for building durable processes that can scale across many contributors and adapt to rapid changes.
• Quality and maintenance rigor: The architect will be responsible for conducting content quality assurance, audits, and freshness programs to ensure accuracy.
• Data-informed prioritization + AI literacy: This skill is used to focus on high-impact work by analyzing qualitative and quantitative data, and understanding how content structure affects AI and human retrieval.

Who this role suits

• A person who thrives on building and maintaining comprehensive systems, preferring to own an entire process rather than just parts of it.
• Someone who is meticulous about quality and governance, especially in high-risk information areas, and can establish clear standards.
• An individual adept at creating scalable processes and modular content, capable of handling rapid change and many contributors.
• A candidate who uses data to guide decisions and understands the implications of information structure for both human and AI consumption.

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.