Notion · 1 week ago
Customer Experience Enablement Leader
New York, New York
Full-time
Hybrid
Senior Level, Lead/Staff
$205K/yr - $240K/yr
8+ years expNotion helps teams get everything done by providing a seamless platform for collaboration. They are seeking a Customer Experience Enablement Leader to lead a team focused on equipping support agents to deliver exceptional customer experiences and manage the end-to-end enablement strategy.
AppsCollaborationProduct ManagementReal TimeSoftware
Responsibilities
Lead the CX Enablement function for User Operations, setting vision and strategy for internal learning, training, knowledge management, and launch readiness across all support channels
Build and grow a high-performing team—recruit top talent, run regular 1:1s and development conversations, and establish clear role expectations and career pathing
Provide strategic guidance and support to a team of instructional designers as they deliver scalable training programs for internal and outsourced support agents, ensuring readiness across technical, billing, and account access scenarios
Oversee the development and maintenance of CX knowledge bases and playbooks, leveraging industry best practices to ensure content is accurate, up-to-date, and easily accessible
Leverage AI workflows to drive CX-wide efficiency by automating repetitive tasks, synthesizing information across documents, and streamlining operational processes
Track, report, and drive improvements in core CX metrics, tying them directly to existing enablement programs and partnering with Direct Support regional leaders and vendor operations teams to implement targeted enablement interventions
Manage sprint planning, prioritization, and the enablement budget (training, tools, contractors), driving operational excellence and making thoughtful trade-offs between strategic bets and urgent needs
Develop a framework for CX launch readiness and coach the team to execute it—defining standards, unblocking cross‑functional dependencies, and ensuring the team has the resources and support to deliver
Coach, mentor, and develop a high-performing, high-trust team, fostering a culture of collaboration, candid feedback, and operational excellence
Qualification
Required
Proven experience (8+ years) in CX enablement, support operations, or customer experience management, preferably in a high-growth SaaS, AI, or technology environment
Demonstrated success creating and scaling customer support training programs and knowledge management systems for both internal and BPO/vendor teams
Deep familiarity with CX knowledge management best practices, including content strategy, knowledge base architecture, and self-service enablement
Hands-on experience managing Learning Management Systems (LMS) and enthusiasm for leveraging new tools and AI technologies to improve team effectiveness
Strong analytical and problem-solving skills with a data-driven approach to measuring and improving core CX metrics (CSAT, time to resolution, agent productivity, etc.)
Exceptional communication, stakeholder management, and cross-functional collaboration abilities
Experience working across global offices and optimizing for cultural nuance in customer experience and training
Track record of coaching and developing high-performing teams
Benefits
Highly competitive cash compensation
Equity
Benefits
Company
Notion
Notion is a workspace platform that offers note-taking, collaboration, task management, wikis, and databases.
501-1000 employees
H1B Sponsorship
Notion has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (31)
2024 (23)
2023 (9)
2022 (22)
2021 (7)
2020 (2)
Funding
Current Stage
Late StageTotal Funding
$343.2MKey Investors
Index VenturesFirst Round Capital
2025-12-15Secondary Market
2021-10-08Series C· $275M
2020-04-02Series B· $50M
Leadership Team
Akshay Kothari
COO
Ha Nguyen
Global Head of Demand Generation
Recent News
salesforceventures
2026-01-23
Crunchbase News
2026-01-22
Company data provided by crunchbase