# CX Operations Enablement Specialist

**Company:** [Metropolis](https://hotfix.jobs/companies/metropolis)
**Location:** Nashville, TN
**Role:** Technical Writing
**Salary:** $63k – $75k/yr
**Skills:** Knowledge Management, Technical Writing, Sop Documentation, Gladly, Zendesk, Confluence, Information Architecture, Content Strategy, Generative AI, ChatGPT, CRM, Project Management, Decision Trees, LLMs
**Posted:** 2026-08-21

> Owns customer experience knowledge systems, SOPs, CRM macros, and AI-ready documentation while coordinating compliance and launch readiness across teams. The role requires strong technical writing, knowledge management, project management, and customer operations experience.

## Job Description

## Responsibilities
- Own customer experience knowledge across the customer-facing Help Center and internal Knowledge Library.
- Rebuild legacy SOPs into workflows based on the Acknowledge, Empathize, Verify, Resolve framework.
- Create localized, compliant SOPs and decision trees for complex workflows, including Dynamic Pricing disputes and third-party reservation failures.
- Maintain the Gladly CRM macro library (CX Answers) and FAQs to improve First Contact Resolution while aligning with the Metropolis brand voice.
- Liaise with Operations Launch teams to deliver localized knowledge assets before new-location go-lives.
- Partner with Experience Integrity and Government Relations to establish compliant agent guardrails for regulatory-sensitive workflows.
- Structure knowledge for retrieval by the Parker AI Agent and internal LLMs.
- Close documentation gaps that contribute to AI hallucinations or routing failures.
- Conduct recurring knowledge audits with QA and Training.

## Requirements
- Experience managing 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 focused on clarity, empathy, and usability.
- Ability to translate complex localized operational and legal requirements into frontline-agent documentation.
- Strong project management skills and experience driving cross-functional alignment ahead of launch deadlines.
- Experience leveraging AI tools to transform static workflows into responsive processes.

## Nice-to-haves
- Experience supporting AI-powered customer support solutions.
- Familiarity with generative AI tools such as 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.

## Compensation and Benefits
- Anticipated base salary: **$63,000.00 USD to $75,000.00 USD annually**.
- Benefits may include healthcare, a 401(k) plan, short- and long-term disability coverage, basic life insurance, stock options, bonus plans, and more.

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