CX Knowledge & Ops Enablement Specialist

Metropolis; Nashville, Northern (TN, KY); Hybrid; USD 63,000 - 75,000; Full time

Benefits offered by this job

4 days in office

Healthcare benefits (base package)

On-site collaboration culture

Job summary

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

You will own the knowledge center, rebuild legacy SOPs, maintain the CRM library, and ensure go-live readiness for new locations while collaborating with cross-functional

Qualifications

• Experience maintaining knowledge bases, help centers, or SOP documentation systems.
• Experience in customer support or CX in fast-paced environments.
• Strong writing, editing, and documentation clarity with empathy.
• Ability to translate complex rules into frontline documentation.
• Solid project management for cross-functional launches.
• Experience using AI tools to improve workflows.

Responsibilities

• Own CX knowledge management and FAQ libraries.
• Rewrite legacy SOPs into flexible workflows based on Acknowledge-Empathize-Verify-Resolve.
• Create localized SOPs and decision trees for complex workflows.
• Maintain CRM macro libraries and ensure alignment with brand voice.
• Coordinate with Operations Launch to prepare before go-live.
• Collaborate with Experience Integrity and Government Relations for guardrails.
• Structure knowledge for AI Agent Parker and LLMs.
• Close gaps with CX AI Content Analysts to reduce hallucinations.
• Conduct regular knowledge audits with QA and Training.

Skills

Knowledge base mgmt

Technical writing

Project management

AI tools

Cross-functional collab

Tools

Gladly

Zendesk

Guru

Confluence

Job description

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

You will own the knowledge center, rebuild legacy SOPs, maintain the CRM library, and ensure go-live readiness for new locations while collaborating with cross-functional