CX Knowledge Specialist

Pura; Pleasant Grove (UT); On-site; USD 65,000 - 85,000; Full time

Job summary

Pura in Pleasant Grove, UT is seeking a CX Knowledge Specialist to own and evolve our customer care knowledge base. You'll ensure accuracy across policy docs, Help Center content, and AI-ready materials to support frontline agents and automated systems.

This full-time, on-site role partners with caregivers, product, and engineering to close information gaps, reduce escalation, and improve AI-based responses.

Qualifications

• Maintain and update policy and procedure documentation.
• Own Help Center content on the Pura website, ensuring accuracy and quality.
• Build modular, reusable content so updates propagate across KB articles and macros.

Responsibilities

• Run structured methods to extract undocumented knowledge from experienced team members.
• Maintain a clear process for submitting and resolving content gaps to keep knowledge current.
• Synthesize escalation patterns and recurring errors to improve the KB and AI content.
• Collaborate with Product and Engineering on AI custom answers and fallback content.
• Train BPO agents and internal staff on systems, processes, and support expectations.
• Take on a light volume of support tickets to stay grounded in real user issues.

Skills

Knowledge management

Technical writing

Content governance

AI alignment

Tools

Help Center CMS

Job description

Join Us at Pura—Reimagining Fragrance for the Future

At Pura, we believe life is better when it smells good. Fragrance has the unique power to transform spaces, elevate moods, and create lasting memories. But we know it can do even more. That’s why we’re pioneering the future of fragrance, combining cutting-edge smart home technology with premium, clean scents to create personalized, meaningful experiences in every home.

We’re not just a fragrance company—we’re on a mission to change the way people experience scent. At Pura, we are redefining fragrance as a critical element of design, on par with color, texture, sound, lighting, and furniture. We call this Scent Design —transforming scent from an afterthought into an intentional, skillful component of every space. By blending artistry and science, Pura allows users to design their own “scentscapes” that enhance daily life and craft environments that feel as good as they smell.

CX Knowledge Specialist

Join Us at Pura—Reimagining Fragrance for the Future

At Pura, we believe life is better when it smells good. Fragrance has the unique power to transform spaces, elevate moods, and create lasting memories. But we know it can do even more. That’s why we’re pioneering the future of fragrance, combining cutting-edge smart home technology with premium, clean scents to create personalized, meaningful experiences in every home.

We’re not just a fragrance company—we’re on a mission to change the way people experience scent. At Pura, we are redefining fragrance as a critical element of design, on par with color, texture, sound, lighting, and furniture. We call this Scent Design —transforming scent from an afterthought into an intentional, skillful component of every space. By blending artistry and science, Pura allows users to design their own “scentscapes” that enhance daily life and craft environments that feel as good as they smell.

Why Join Pura?

Our journey began with two innovators, Richie Stapler and Bruno Lima, and their shared vision of revolutionizing how we experience fragrance. Since then, Pura has grown into a company that sells a fragrance every 3.7 seconds, partnering with iconic brands like Curio, Anthropologie, and Disney. We’ve been recognized as the Fastest Growing Company in Utah, and we are passionate about making scent a core part of life’s most memorable moments.

Your Role at Pura:

The CX Knowledge Specialist role goes beyond writing and maintaining documentation to owning the health of Pura's Customer Care entire knowledge system , including how that knowledge powers our human agents and AI-driven support tools (AI agent).

This person is the connective layer between frontline support, subject matter experts, and the AI system built on top of our content. They don't just document what's true today, they build the systems that catch what's changing, close gaps before they escal… and keep our knowledge base structured well enough that both humans and AI can use it accurately.

What You’ll Own:

Knowledge Base & Documentation

• Develop, maintain, and update policy & procedure documentation across Customer Care.
• Own Help Center content on the Pura website, partnering with stakeholders to ensure accuracy and quality.
• Build modular, reusable content so updates propagate consistently across KB articles and macros instead of being rewritten one-off each time.
• Run scheduled content health reviews with document owners; proactively identify drift between what's documented and what teams actually do.

Capturing & Protecting Institutional Knowledge

• Run structured methods to extract undocumented knowledge from experienced team members, SME interviews, shadow sessions with agents/reviewers.
• Maintain a clear, visible process for submitting and resolving content gaps, so knowledge doesn't live only in people's heads.

Closing the Feedback Loop

• Maintain active signal from the frontline back to documentation: synthesize escalation patterns, agent workarounds, and recurring errors that suggest the knowledge base is failing or drifting.
• Act as an early warning system flagging knowledge gaps before they cause errors at scale, not after.
• Report actionable insights to stakeholders (Support leadership, Product, Engineering,ect) to drive alignment on what needs to change.

Feeding & Improving AI Systems

• Collaborate with the team(s) owning AI workflows to make sure they're drawing from accurate, well-structured content (this role owns content quality and structure , not chatbot flow design itself).
• Identify performance gaps or broken AI experiences that trace back to content issues (missing info, ambiguous phrasing, outdated policy) and drive fixes.
• Structure KB content with AI retrieval in mind so both human agents and AI tools get accurate answers from the same source.
• Partner directly with Product and Engineering on AI custom answers/fallback content, using performance data to prioritize what gets fixed first.

Training & Enablement

• Train BPO agents and internal staff on systems, processes, and support expectations.
• Partner with leadership to ensure training content reflects evolving business needs and policy changes.
• Translate decisions made at the strategy level (new product launches, policies and/or operational changes) into execution-ready guidance (decision trees, escalation paths, KB updates, etc) so nothing gets lost in translation between teams.

Staying Grounded in the Customer

• Take on a light, regular volume of support tickets to stay close to real customer issues and keep documentation and AI content grounded in actual user language and pain points.

Other Details

• Standard schedule of Monday through Friday, 8:00 a.m. to 5:00 p.m. (inclusive of a 30–60 minute lunch break).
• Availability for weekend coverage required based on fluctuating business needs.
• This is a full-time, on-site position based at our Pleasant Grove, UT office.

Pura’s Story

We’re passionate about creating spaces that inspire, elevate, and transform everyday life. We believe scent is more than just a pleasant background—it’s an integral part of Scent Design , transforming homes into meaningful, personalized spaces. Our smart home fragrance diffusers allow users to design their own scent experiences with premium, clean fragrances.

After 10 years of innovation, we’ve been recognized by Inc. and Utah Business as one of the best places to work, and we continue to push the boundaries of technology and fragrance. Join us in our pursuit of reimagining what’s possible with scent design.

Pura’s Culture

Our culture is built on a foundation of innovation, collaboration, inclusivity, and being good humans. We believe in fostering an environment where creativity thrives, empowering each team member to contribute their unique perspectives and skills. Our commitment to sustainability and integrity drives our decisions, ensuring that we not only create exceptional products but also contribute positively to our community and the planet. We celebrate diversity and prioritize open communication, cultivating a supportive atmosphere where everyone feels valued and inspired to push boundaries. Together, we’re not just building a brand—we’re creating a movement that redefines the role of fragrance in our lives.

Join the Pura Team!

We’re looking for individuals who believe in the power of fragrance and technology to transform lives. If you’re ready to be part of a dynamic, fast-growing company at the forefront of an exciting industry, we’d love to hear from you.

Pura provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

*All candidates are subject to a background check.