CX Knowledge Architect

About the role

This role focuses on enhancing the customer experience by building and maintaining a robust knowledge management system. The CX Knowledge Architect will be responsible for the entire lifecycle of CX knowledge, from intake to archiving, ensuring that support teams can quickly access accurate and current information. This work directly impacts support quality and efficiency as the company expands.

A key aspect of the position involves designing and refining the information architecture, including how knowledge is structured, governed, and measured. This includes defining templates, authoring guidelines, and review processes, particularly for critical policy areas like billing and security. The goal is to create a system that is both accurate and adaptable to rapid changes.

Success in this role means measurably improving the freshness and coverage of knowledge content, streamlining workflows, and elevating the overall quality and usability of the system. The architect will also supervise content agents and leverage AI to improve content quality and coverage, ensuring that the knowledge base is optimized for both human and AI retrieval.

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

Skills that matter here

• Program + system ownership: This role requires experience managing an entire knowledge system, not just individual documents, to ensure comprehensive and effective CX support.
• Information architecture + governance depth: The ability to design scalable taxonomies and implement review models is crucial for maintaining knowledge quality and mitigating risks.
• Systems thinking + operational excellence: This skill is essential for developing durable processes that can scale across many contributors and adapt to frequent changes in content.
• Quality and maintenance rigor: The role demands a proven ability to conduct content QA, audits, and freshness programs to keep information current and accurate.
• Data-informed prioritization + AI literacy: Using both qualitative and quantitative data to focus on high-impact work, and understanding how content structure influences AI retrieval, is important for this position.

Who this role suits

• A person who thrives on building and refining end-to-end systems, rather than just contributing to individual pieces.
• Someone with a meticulous approach to content quality and governance, especially in high-risk areas.
• An individual who can think systematically to create processes that are scalable and resilient to change.
• A candidate who uses data to guide decisions and understands the impact of content structure on AI and human retrieval.

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.