Social Support Specialist
Notion
Job Overview
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Job Description
About Us
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 cost-saving benefits.
Work Arrangement
In-person collaboration is essential to Notion's culture. All team members are required to work from the office on designated Anchor Days (Mondays, Tuesdays, and Thursdays). Some roles may require additional in-office days.
About the Role
Notion is seeking a Social Support Specialist to be the public face of customer support on social media. This role is ideal for someone passionate about helping customers, adept at fast-paced online conversations, and eager to build and evolve a world-class social support program. You will engage with users on X and other platforms, manage the end-to-end social support strategy, and play a critical role in shaping Notion’s community engagement.
Key Responsibilities
- Direct Social Engagement: Respond in real-time to inquiries, troubleshoot issues, and celebrate wins.
- Program Ownership: Manage and evolve daily social support operations and strategy.
- Escalation Management: Collaborate with internal teams to resolve urgent or complex issues.
- Platform Expansion: Identify opportunities to introduce support on new social platforms.
- Community & Ambassador Support: Oversee support for Notion Ambassadors and community feedback.
- Product Feedback Loop: Collect and share actionable product insights with internal teams.
- Brand Voice Champion: Represent Notion’s warm, direct, and knowledgeable brand voice.
What You'll Achieve
- Timely, professional, and empathetic responses on social channels.
- Proactive monitoring of social media for customer needs and trends.
- Efficient triaging and escalation of complex support cases.
- Tracking and reporting on social support metrics and sentiment.
- Development of response templates, escalation protocols, and knowledge resources.
Skills & Experience
You bring 5+ years of experience in customer support or social media engagements, preferably in a SaaS or tech environment. You are an exceptional writer with a keen sense for empathy and clear communication on public platforms. Experience with social media tools and a solid understanding of Notion as a product are crucial.
Nice To Haves
- Experience moderating online communities (forums, Discord, Slack, etc.).
- Familiarity with SaaS product feedback loops and customer advocacy programs.
- Prior experience with a company with a strong social brand presence.
Equal Opportunity & Benefits
Notion values diversity and is proud to be an equal opportunity employer. We provide reasonable accommodations in our application processes and offer competitive cash compensation, equity, and added benefits based on role, location, and experience.
Key skills/competency
- Social Support
- Customer Engagement
- Social Media
- Community Management
- Escalation
- Program Ownership
- Brand Voice
- SaaS
- Feedback Loop
- Communication
How to Get Hired at Notion
- Customize your resume: Highlight social media and support experience.
- Research Notion: Understand their culture and product deeply.
- Showcase communication skills: Provide examples of engagement success.
- Prepare for scenarios: Review social support escalation and resolution cases.
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