Customer Experience Systems Administrator

About Us:

We're on a mission to make it possible for every person, team, and company to be able to tailor their software to solve any problem and take on any challenge. Computers may be our most powerful tools, but most of us can't build or modify the software we use on them every day. At Notion, we want to change this with focus, design, and craft.

We've been working on this together since 2016, and have customers like Pixar, Mitsubishi, Figma, Plaid, Match Group, and thousands more on this journey with us. Today, we're growing fast and excited for new teammates to join us who are the best at what they do. We're passionate about building a company as diverse and creative as the millions of people Notion reaches worldwide.

Notion is an in person company, and currently requires its employees to come to the office for two Anchor Days (Mondays & Thursdays) and requests that employees spend the majority of their week in the office (including a third day).

About The Role:

The mission of the Customer Experience (CX) Systems Administrator is to drive efficient and integrated processes within our global support systems. You will report into the Strategy and Operations Lead, and be an integral part of designing systems and processes to unlock new growth opportunities and optimize our support organization.

In this role, you will take ownership of our CX tools administration (Zendesk, Forethought, Assembled, etc.), to support both day-to-day operations and strategic demands as Notion continues to scale. You will be a strategic advisor, subject-matter expert, and own documentation of tool processes and projects. You will be instrumental in shaping the future of our tooling strategy and processes within Customer Experience.

What You'll Achieve:

• Track and drive prioritized Zendesk configuration changes, including managing relationships and sub-projects
• Partner with CX Leaders to drive tool-related business unit reporting and data visibility
• Participate in strategic conversations to determine tool-related change impacts
• Support the Strategy & Operations lead to make strategic CX tool-related decisions
• Maintain up-to-date process documentation for Zendesk and other CX tools, including key decisions and major changes
• Identify, diagnose and resolve issues that arise with CX tooling systems
• Advocate for and proactively own recommendations for system processes and tooling improvements within CX
• Tell “the story” of our Zendesk instance and our broader CX tool stack, from a high level down to the detail, including the business drivers behind various routing/ automation decisions
• Partner with our global (AMER, EMEA, APAC) CX team to be the point of contact for Zendesk and other CX tools (Forethought, Assembled, etc.)
• Act as Notion’s Zendesk administrator, including acting as the owner of Zendesk best practice recommendations
• Design, develop and implement new configurations and customizations for Zendesk including leveraging third party apps

Skills You'll Need to Bring:

• Have a metrics mindset: You believe success is a measured outcome, and have built Zendesk Explore dashboards to very clearly tell a story with KPIs
• You have SaaS industry experience
• You have a proactive approach to tool management
• You have experience supporting cross-functional programs that relate to CX tooling & operations
• You can translate business requirements into technical deliverables
• You have an ability to root cause and solve complex user issues within Zendesk
• You have experience writing documentation to keep internal materials up to date
• You can communicate vision, strategy, and statuses of projects to leaders and internal stakeholders
• You have experience managing technical and administrative tasks without oversight
• You have a proven ability to deal with ambiguity in a rapidly changing business environment
• You have 5+ years of Zendesk administrator experience with in-depth knowledge of Support, Guide and Explore, including API/App Integrations
• You have an ability to synthesize recommendations based on strategic and operational discussions, and a deep understanding of the current state of the CX tech stack

Nice to Haves:

• Experience with Salesforce and Forethought
• Experience at a high-growth SaaS company

We hire talented and passionate people from a variety of backgrounds because we want our global employee base to represent the wide diversity of our customers. If you’re excited about a role but your past experience doesn’t align perfectly with every bullet point listed in the job description, we still encourage you to apply. If you’re a builder at heart, share our company values, and enthusiastic about making software toolmaking ubiquitous, we want to hear from you.

Notion is proud to be an equal opportunity employer. We do not discriminate in hiring or any employment decision based on race, color, religion, national origin, age, sex (including pregnancy, childbirth, or related medical conditions), marital status, ancestry, physical or mental disability, genetic information, veteran status, gender identity or expression, sexual orientation, or other applicable legally protected characteristic. Notion considers qualified applicants with criminal histories, consistent with applicable federal, state and local law. Notion is also committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, please let your recruiter know.

Notion is committed to providing highly competitive cash compensation, equity, and benefits. The compensation offered for this role will be based on multiple factors such as location, the role’s scope and complexity, and the candidate’s experience and expertise, and may vary from the range provided below. For roles based in San Francisco or New York City, the estimated base salary range for this role is $100,000 - $120,000 per year.

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