Social Support Specialist
Notion
Job Overview
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Job Description
About Notion
Notion helps you build beautiful tools for your life’s work. It offers one place for teams to complete everything: docs, notes, projects, calendar, and email—with AI built in for automation and finding answers. Notion is trusted by millions including Toyota, Figma, and OpenAI.
Work Culture
In-person collaboration is essential at Notion, with mandatory office attendance on Mondays, Tuesdays, and Thursdays (Anchor Days). Certain roles may require additional in-office days.
About the Role: Social Support Specialist
The Social Support Specialist is the public face of customer support on social media. This role is ideal for someone passionate about helping customers, skilled in managing fast-paced online conversations, and eager to build a world-class social support program.
Key Responsibilities
- Direct Social Engagement: Respond to customer inquiries on X and other platforms.
- Program Ownership: Manage and evolve Notion’s social support strategy.
- Escalation Management: Collaborate with internal teams to resolve complex issues.
- Platform Expansion: Evaluate opportunities to add new social platforms.
- Community Support: Manage Ambassador support and product feedback loops.
- Brand Voice Champion: Uphold Notion’s warm, genuine, and helpful tone.
What You Will Achieve
- Timely response to inquiries and complaints via social channels.
- Proactive monitoring of Notion mentions and emerging issues.
- Effective escalation and resolution of complex customer cases.
- Tracking and reporting social support metrics to drive improvements.
- Developing response templates and escalation protocols.
Required Skills and Experience
- 5+ years in customer support or social engagement roles at a SaaS/tech company.
- Exceptional writing skills with empathy and clear online communication.
- Proven experience using social media tools (e.g., Sprout Social).
- Strong organizational abilities and multi-tasking in fast-paced environments.
- Experience with Notion as a product is highly valued.
Nice To Haves
- Experience supporting online communities (forums, Discord, Slack, etc.).
- Familiarity with SaaS product feedback loops and customer advocacy programs.
- Experience at a company with a strong social brand presence.
Equal Opportunity & Benefits
Notion is an equal opportunity employer committed to diversity and providing accommodations. Compensation includes competitive salary, equity, and benefits, with base salaries adjusted by location and role specifics.
Key skills/competency
Customer Support, Social Media, Engagement, Escalation, Communication, SaaS, Community, Strategy, Organization, Feedback
How to Get Hired at Notion
- Customize your resume: Tailor details to social support roles.
- Research Notion: Understand their culture and product.
- Optimize application: Highlight experience in social engagement.
- Prepare for interview: Emphasize real-time problem solving skills.
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