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Notion Logo Notion · Customer Service

Social Support Specialist

United States, New York 132000.00 - 150000.00 USD / Year · Job Posted February 21, 2026
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Job Description

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.

Job Responsibility

  • Direct Social Engagement: Responding in real-time to customer inquiries, issues, and feedback on X and other social platforms
  • Program Ownership: Owning and evolving the daily operations and strategy for Notion’s social support program
  • Escalation Management: Managing social and executive support escalations through to resolution
  • Platform Expansion: Assessing opportunities to expand Notion’s social support presence to new platforms
  • Community & Ambassador Support: Overseeing CX's support for Notion Ambassadors
  • Product Feedback Loop: Collecting, synthesizing, and sharing product feedback and trends from social channels and Ambassadors
  • Brand Voice Champion: Upholding and modeling Notion’s brand voice and tone in every interaction

Requirements

  • 5+ years of experience in customer support, customer experience program management, or social media support or engagement roles, preferably at a SaaS or technology company
  • Exceptional writer with a keen sense of judgment and empathy, able to communicate clearly and effectively in public online spaces
  • Direct experience managing customer conversations on X, Instagram, LinkedIn, or similar platforms
  • Strong understanding of social media tools (e.g., Sprout Social or similar) for monitoring, engagement, and reporting
  • Proactive, organized, and able to manage multiple priorities in a fast-moving environment
  • Comfortable working cross-functionally and can navigate ambiguity
  • Enthusiastic about helping customers and thrives on solving problems
  • Experience with Notion as a product, and ideally have supported others in getting the most out of Notion
  • Experience with community management or supporting ambassador/influencer programs is a plus
  • Curious and willing to adopt AI tools to work smarter and deliver better results

Nice to have

  • Experience supporting or moderating online communities (forums, Discord, Slack, Telegram, etc.)
  • Familiarity with SaaS product feedback loops and customer advocacy programs
  • Prior experience at a company with a strong social brand presence
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