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Help Center Lead

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Notion

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Location:
United States , San Francisco ▼

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Category:
Customer Service

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Contract Type:
Not provided

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Salary:

160000.00 - 180000.00 USD / Year
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Job Description:

The Help Center Lead will oversee Notion’s Help Center knowledge ecosystem—shaping how millions learn, solve problems, and discover what’s possible with Notion. You’ll write high-quality articles that set the editorial bar for clarity and accuracy, make data-informed information architecture decisions, and lead the Help Center maintenance process. You'll partner closely with design, engineering, marketing, and product teams to iterate on Help Center’s content and information hierarchy, defining when and how to surface help content based on user journey signals. This is a high‑impact role where craft and systems thinking meet to build the content engine powering a multi‑channel, self‑serve knowledge experience that delights Notion users.

Job Responsibility:

  • Write and maintain Help Center articles, with direct ownership of high-priority launches and net-new content. Identify content gaps and delegate appropriately to the team
  • Raise the bar on content quality and discoverability by evolving information architecture, taxonomy, localization, and SEO/GEO processes. Partner with design and engineering to improve navigation and search, increasing successful self‑serve
  • Champion in‑app help. Define when to surface contextual guidance and deep links from product surfaces to the Help Center based on user journey signals
  • Provide editorial direction and feedback to the Help Center team, delegate where appropriate, and lead by example by setting a high bar for quality in the content you write
  • Establish and improve rigorous knowledge lifecycle processes. Apply prioritization frameworks to content requests and ensure content freshness across Reference and Guides
  • Define, instrument, and drive KPIs including self‑serve resolution rate, search success, content freshness, and deflection. Use data to identify and address improvement opportunities across content and systems
  • Oversee maintenance of Help Center tools. Own tooling requirements and author RFPs and implementation plans as needed

Requirements:

  • 7+ years in user education, knowledge management, or product documentation, including direct responsibility for a public Help Center or docs site
  • Expert writing skills. Ability to distill complex technical concepts into concise, user‑centered guidance that reflects the brand voice and meets content standards
  • Experience designing information architecture and content structures that optimize for LLM consumption and improve discoverability
  • Proficient with analytics and experimentation for Help, and able to turn insights into prioritized content roadmaps
  • Experience with Help Center platforms and adjacent tools such as a CMS, search and ranking systems, translation management, AI-powered support tools
  • Strong program management and stakeholder communication. Craft leadership‑ready narratives, earn buy‑in across CX, Product, and Marketing, and keep complex workstreams on track
  • Product-minded approach to content distribution. Experience designing content systems that integrate into product experiences, not just standalone help sites
  • Understanding of how to architect content for multi-channel delivery—enabling the same knowledge base to power chatbots, in-app guidance, AI agents, and traditional help center views
  • You don’t need to be an AI expert, but you’re curious and willing to adopt AI tools to work smarter and deliver better results

Nice to have:

  • Deep existing knowledge of Notion as a product
  • Experience writing content for internal and external audiences
  • Experience at a high-growth SaaS company
  • Experience leading or managing content writing teams

Additional Information:

Job Posted:
February 21, 2026

Employment Type:
Fulltime
Work Type:
On-site work
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