CX Knowledge & Ops Enablement Lead

Metropolis; Nashville (TN); On-site; USD 63,000 - 75,000; Full time

Job summary

Metropolis is seeking a CX Operations Enablement Specialist to act as the operational translator for our Customer Experience knowledge ecosystem. You will tear down friction, embed a Trust-First philosophy, and ensure frontline agents and AI tools have access to accurate and empathetic information.

You will architect SOPs, manage knowledge libraries, and empower teams to drive First Contact Resolution across locations.

Qualifications

• Experience managing knowledge bases, help centers, or SOP documentation systems such as Gladly, Zendesk, Guru, or Confluence.
• Experience in Customer Support, Customer Experience, or a fast-paced operational environment.
• Strong technical writing, editing, and documentation skills with clarity, empathy, and usability.
• Ability to translate complex localized requirements into user-friendly documentation for frontline agents.

Responsibilities

• Serve as the operational owner of the Customer Experience knowledge and the knowledge libraries.
• Lead teardown and rebuild of legacy SOPs, replacing rigid policies with workflow-centered processes.
• Create localized, compliant SOPs and decision trees for complex workflows.
• Maintain the CX Answers macros and FAQs to drive First Contact Resolution per brand voice.

Skills

Knowledge base management

Customer support experience

Technical writing

Project management

AI tools experience

Tools

Gladly

Zendesk

Guru

Confluence

Job description

Metropolis is seeking a CX Operations Enablement Specialist to act as the operational translator for our Customer Experience knowledge ecosystem. You will tear down friction, embed a Trust-First philosophy, and ensure frontline agents and AI tools have access to accurate and empathetic information.

You will architect SOPs, manage knowledge libraries, and empower teams to drive First Contact Resolution across locations.