Technology Support Specialist providing IT support for Latham & Watkins in Houston. Responsible for desktop and remote computing issue resolution and mobility offering delivery.
About the role
- AI Conversation Designer at Notion creating best-in-class customer support experiences through chatbot and email. Partnering with teams to execute AI support roadmap with quality conversation design.
Responsibilities
- Own the day-to-day execution and quality of chatbot intents and knowledge (build, QA, iterate).
- Own intent architecture end-to-end: taxonomy design, hierarchical intents, coverage mapping, and gap analysis.
- Operate a rolling QA program (intent performance review, regression checks, gap analysis) and drive refinements.
- Keep chatbot information and knowledge up to date to ensure accurate, consistent customer support.
- Support launches by implementing and quality testing new intents and knowledge within the chatbot.
- Partner with technical teams to configure and validate tooling & integrations (as applicable): ticketing/CRM handoff, account context, and structured data lookups.
- Drive release rigor for AI support experiences, including production releases: versioning, staged rollouts, regression testing, and change logs.
- Use analytics, A/B testing, and generative AI recommendations to identify gaps in Notion’s automated support experience; translate findings into measurable improvements.
- Contribute to conversation design guidelines and best practices in partnership with the AI Chatbot Lead and Subject Matter Experts (SMEs).
- Design conversation logic and dialog that fits Notion’s brand guidelines and can scale across multiple domains, channels, and languages.
- Partner with User Ops and CX leaders to drive visibility and measure success.
Requirements
- 3+ years of conversation design experience with in-depth knowledge of conversation design, UX copy, or linguistic content verification.
- Demonstrated experience designing and improving chatbot experiences; using data to show the impact/ROI of those designs.
- Strong operational rigor: you can run QA programs, maintain knowledge freshness, and manage a backlog of improvements.
- Strong cross-functional execution skills: you can partner with SMEs and product/CX teams to ship against launch timelines.
- You have a metrics mindset: you believe success is a measured outcome, and will dive deep into data to inform design and prioritization decisions.
- You have a proven ability to deal with ambiguity in a rapidly changing business environment.
- You have experience with Decagon, Ada, Sierra, or using generative AI for support automation with another chatbot.
- You don’t need to be an AI expert, but you’re curious and willing to adopt AI tools to work smarter and deliver better results.
Benefits
- Health insurance
- 401(k) matching
- Flexible work hours
- Paid time off
- Remote work options
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