CX Knowledge Architect - Notion

About the Role

Own CX enablement knowledge strategy and systems globally. Notion ships quickly, and our customer experience depends on support teams being able to find accurate answers fast. This role exists to keep our internal knowledge base fresh as it scales by designing durable information architecture and governance that keeps pace with frequent product change.

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.
• Design and evolve information architecture (IA): Define how knowledge is structured, governed, maintained, and measured across the full lifecycle.
• Set quality standards and governance: Define templates, authoring guidelines, and review/approval paths for high-risk policy areas.
• Maintain accuracy and freshness at scale: Expand knowledge creation and maintenance programs to prevent bottlenecks.
• Build modular, reusable knowledge: Drive standard sections and reusable modules using synced blocks and consistent structure.
• Supervise content agents and KB automation: Optimize the KB for AI retrieval and use AI to improve quality and coverage.
• Partner cross-functionally: Triage and coordinate requests from CX, Product, Eng, and Legal/Finance to translate decisions into support-ready guidance.

Skills You'll Need

• Program and system ownership: Experience owning an end-to-end knowledge system in CX enablement, technical writing, or content ops.
• Information architecture depth: Ability to design scalable IA (taxonomy, tagging, page structures) and run governance models.
• Systems thinking: Ability to build durable processes that scale across many contributors and withstand high change velocity.
• Quality and maintenance rigor: Demonstrated ability to run content QA, audit cadences, and freshness programs.
• Data-informed prioritization: Uses qualitative and quantitative signals to focus on high-impact work and understands how structure affects AI/human retrieval.

A Note on AI

We expect every Notino to be intellectually curious and excited to use AI as a collaborator. You don't need deep AI expertise for every role, but you should be comfortable using it to think better and make your work easier for others to build on.