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CX Operations Enablement Specialist

Metropolis
Location
Nashville, Tennessee, United States
Posted
1 month ago
Department
Community Operations and Customer Support
What they actually want (must-haves)
  • Experience managing or maintaining knowledge bases, help centers, or complex 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 a hyper-focus on clarity, empathy, and usability
  • Ability to translate complex, localized operational and legal requirements into user-friendly documentation for frontline BPO agents
  • Strong project management skills, specifically in driving cross-functional alignment ahead of strict launch deadlines
  • Experience leveraging AI tools to transform static workflows into responsive, high-output processes
Nice to have
  • Experience supporting AI-powered customer support solutions or familiarity with generative AI tools like Claude, Gemini, or ChatGPT
  • Experience with Gladly, Zendesk, Intercom, or similar CRM platforms
  • Experience creating customer support documentation at scale
  • Understanding of information architecture, content strategy, and knowledge management best practices
What the job really is

The CX Operations Enablement Specialist at Metropolis will manage the Customer Experience knowledge ecosystem, focusing on improving operational processes and documentation. This role involves rebuilding SOPs, managing knowledge libraries, and collaborating with various teams to enhance customer support and ensure compliance. The specialist will also conduct knowledge audits and work with AI tools to optimize workflows and documentation for frontline agents.

Benefits
  • Base salary range of $63,000.00 to $75,000.00 annually
  • Access to or eligibility for healthcare benefits
  • 401(k) plan
  • Short-term and long-term disability coverage
  • Basic life insurance
  • Lucrative stock option plan
Things to weigh
  • 4 days in office requirement may limit flexibility
  • Salary range may not be competitive for all candidates
  • Role heavily focused on documentation and process management, which may not appeal to those seeking more customer-facing interactions
Job score3.2/5
Benefits4/5
Freshness4/5
Career value4/5
Role clarity4/5
Pay transparency0/5

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