Social Support Specialist

Social Support Specialist

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 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.