Social Support Specialist

Notion helps you build beautiful tools for your life's work. In today's world of endless apps and tabs, Notion provides one place for teams to get everything done, seamlessly connecting docs, notes, projects, calendar, and email—with AI built in to find answers and automate work. Millions of users, from individuals to large organizations like Toyota, Figma, and OpenAI, love Notion for its flexibility and choose it because it helps them save time and money.

In-person collaboration is essential to Notion's culture. We require all team members to work from our offices on Mondays, Tuesdays, and Thursdays, our designated Anchor Days. Certain teams or positions may require additional in-office workdays.

Notion is seeking a Social Support Specialist to be the public face of our customer support on social media. 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 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.

As Notion's Social Support Specialist, you will be responsible for:

• 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