SlipstreamJobs tracks this role from the company's public career site. Apply directly on the employer's site.
Salary: USD 63,000 - 75,000 / annual
Metropolis Technologies is seeking a CX Operations Enablement Specialist to serve as the operational translator and steward of the customer experience knowledge ecosystem. You will work to eliminate process friction, embed the company's "Trust-First" support philosophy, and ensure frontline agents and AI support tools have access to accurate, empathetic, and actionable information.
Key responsibilities include:
- Own the customer-facing Help Center and internal Knowledge Library, serving as the operational steward of CX knowledge
- Lead comprehensive teardown and rebuild of legacy SOPs, replacing rigid policies with workflows anchored in the core framework: Acknowledge, Empathize, Verify, Resolve
- Build localized, compliant SOPs and decision trees for complex operational workflows such as Dynamic Pricing disputes and third-party reservation failures
- Manage and restructure the Gladly CRM macro library (CX Answers) and FAQs to drive First Contact Resolution while maintaining brand voice alignment
- Serve as primary CX liaison to Operations Launch teams, ensuring localized knowledge assets are delivered before go-live for new locations
- Act as operational bridge to Experience Integrity and Government Relations to establish compliant agent guardrails for regulatory-sensitive workflows
- Structure organizational knowledge for effective ingestion and retrieval by the AI Agent (Parker) and internal LLMs
- Partner with CX AI Content Analysts to close documentation gaps that cause AI hallucinations or routing failures
- Conduct recurring knowledge audits to identify gaps, partnering with QA and Training teams
Required qualifications:
- Experience managing or maintaining knowledge bases, help centers, or complex SOP documentation systems (Gladly, Zendesk, Guru, Confluence)
- Background in Customer Support, Customer Experience, or fast-paced operational environments
- Strong technical writing, editing, and documentation skills with focus on clarity, empathy, and usability
- Ability to translate complex, localized operational and legal requirements into user-friendly documentation for frontline agents
- Strong project management skills, particularly in driving cross-functional alignment ahead of strict deadlines
- Experience leveraging AI tools to transform static workflows into responsive, high-output processes
Plus factors: AI-powered customer support experience, familiarity with generative AI tools (Claude, Gemini, ChatGPT), experience with CRM platforms, large-scale customer support documentation creation, and knowledge of information architecture and content strategy best practices.
The role requires four days per week in-office collaboration at the Nashville location.
