Knowledge Base Architect for AI-Driven Customer Care

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

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.