CX Knowledge Architect for AI-Driven Support

Pura USA; Pleasant Grove (UT); On-site; USD 70,000 - 90,000; Full time

Job summary

Pura is reimagining fragrance through AI-powered support and an immersive customer care knowledge system. The CX Knowledge Specialist owns the health and accuracy of the knowledge base, ensuring agents and AI tools access reliable, well-structured content.

You’ll build scalable processes, train staff, and align documentation with evolving product changes. This on-site role at Pleasant Grove UT shapes how customers experience scent every day.

Qualifications

• 2–4 years in training, documentation, knowledge management, or customer support.
• Strong writing and editing skills with the ability to structure content for reuse, not just readability.
• Experience with documentation tools, LMS, or knowledge base platforms.
• Exposure to AI-powered support tools (AI agents, chatbots, or similar) and interest in how content quality drives AI accuracy.
• Ability to interpret basic performance data (escalation trends, fallback rates, content gaps) to prioritize fixes.
• Track record of running structured processes (audits/interviews/review cadences) rather than ad-hoc work.
• Comfortable partnering across Product, Engineering, Leadership, and other stakeholders to represent Support's knowledge needs.
• Open to using AI tools to speed up work with sound judgment on human review.

Responsibilities

• Develop, maintain, and update policy and procedure documentation across Customer Care.
• Own Help Center content on the Pura website, ensuring accuracy and quality.
• Build modular, reusable content so updates propagate across KB articles and macros.
• Run content health reviews and identify drift between documentation and team practices.
• Capture undocumented knowledge from experienced staff through interviews and shadowing.
• Maintain a process for submitting and resolving content gaps so knowledge isn’t stuck in people’s heads.
• Synthesize frontline feedback into actionable insights for Support leadership, Product, and Engineering.
• Collaborate with AI teams to ensure content quality for AI retrieval and responses.
• Train teams on systems, processes, and support expectations.
• Translate strategy decisions into execution-ready guidance for KB updates.
• Provide ongoing coverage of frontline issues to keep content grounded in user language.

Skills

Writing

Editing

AI awareness

Training

Tools

LMS

Job description

Pura is reimagining fragrance through AI-powered support and an immersive customer care knowledge system. The CX Knowledge Specialist owns the health and accuracy of the knowledge base, ensuring agents and AI tools access reliable, well-structured content.

You’ll build scalable processes, train staff, and align documentation with evolving product changes. This on-site role at Pleasant Grove UT shapes how customers experience scent every day.