Social Support Specialist, Notion

• This role is ideal for someone who is passionate about helping customers, skilled at navigating fast-paced online conversations, and eager to build and evolve a world-class social support program
• You have 5+ years of experience in customer support, customer experience program management, or social media support or engagement roles, preferably at a SaaS or technology company
• You are an exceptional writer with a keen sense of judgment and empathy, able to communicate clearly and effectively in public online spaces
• You have direct experience managing customer conversations on X, Instagram, LinkedIn, or similar platforms, and are comfortable with the pace and visibility of social support
• You have a strong understanding of social media tools (e.g., Sprout Social or similar) for monitoring, engagement, and reporting
• You are proactive, organized, and able to manage multiple priorities in a fast-moving environment
• You are comfortable working cross-functionally and can navigate ambiguity, collaborating with product, engineering, marketing, and community teams to drive resolution
• You are enthusiastic about helping customers and thrive on solving problems, big or small
• You have experience with Notion as a product, and ideally have supported others in getting the most out of Notion
• Experience with community management or supporting ambassador/influencer programs is a plus
• If you’re excited about a role but your past experience doesn’t align perfectly with every bullet point listed in the job description, we still encourage you to apply

Desirable

• Notion is seeking a Social Support Specialist to be the public face of our customer support on social media
• You will directly engage with users on X (formerly Twitter) and other major platforms, manage our end-to-end social support strategy, and play a critical role in shaping how Notion listens to, supports, and learns from our community
• This is a unique opportunity to not just run day-to-day operations, but to shape our entire social support strategy from the ground up while influencing Notion’s broader approach to social engagement
• Direct Social Engagement: Responding in real-time to customer inquiries, issues, and feedback on X and other social platforms as Notion’s public-facing support agent
• You’ll represent our brand voice—warm, direct, and genuinely helpful—while addressing a range of questions, troubleshooting issues, and celebrating customer wins
• Program Ownership: Owning and evolving the daily operations and strategy for Notion’s social support program
• This includes monitoring mentions and DMs, triaging and coordinating with internal stakeholders, and ensuring we deliver timely, high-quality responses across all active channels
• Escalation Management: Managing social and executive support escalations through to resolution by directly collaborating with internal teams (such as Product, Engineering, and Finance)
• You will ensure that complex or high-impact issues are surfaced, tracked, and resolved, keeping customers informed throughout the process
• Platform Expansion: Assessing opportunities to expand Notion’s social support presence to new platforms (ex: LinkedIn), and developing recommendations and pilots for new channels
• Community & Ambassador Support: Overseeing CX's support for Notion Ambassadors, ensuring quality and consistency in troubleshooting and account support while directly running point on Ambassador insights and bug management
• Product Feedback Loop: Collecting, synthesizing, and sharing product feedback and trends from social channels and Ambassadors with the relevant Notion teams, helping to shape prioritization and feature development
• Brand Voice Champion: Upholding and modeling Notion’s brand voice and tone in every interaction—sounding like a knowledgeable friend who is human, warm, helpful, and honest
• Respond to support inquiries, complaints, and feedback on X and other social media channels in a timely, professional, and empathetic manner
• Monitor social media for Notion mentions, proactively surface and address customer needs, and identify trends or emerging issues
• Triage and escalate urgent or complex cases to the appropriate internal teams, following established workflows and ensuring resolution
• Track and report on social support metrics and customer sentiment, using insights to improve our approach and inform internal stakeholders
• Develop and iterate on response templates, escalation protocols, and knowledge resources for social support
• Evaluate and pilot expansion to new platforms as Notion’s social reach grows
• Contribute to broader Social and Ambassador program initiatives, including supporting community events and product launches
• Gather and share actionable product feedback from social and community channels
• Stay up-to-date on best practices in social customer support and community management in SaaS