CX Operations Enablement Specialist
Core
Operational owner of Customer Experience knowledge, managing the Help Center and internal Knowledge Library to empower frontline agents and AI tools.
Role type
CX Operations Enablement Specialist
Builds
Localized SOPs, decision trees, CRM macro libraries, and documentation for new location launches.
Domain
Customer Experience / Operations / Knowledge Management
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
Knowledge base management, SOP documentation, technical writing, project management, cross-functional alignment, AI tool usage
Preferred skills
Generative AI familiarity, CRM platform expertise, information architecture, content strategy
Technologies
Gladly, Zendesk, Guru, Confluence, Parker, Claude, Gemini, ChatGPT
Responsibilities
Manage customer-facing Help Center and internal Knowledge Library; Rebuild legacy SOPs into empathetic workflows; Build localized SOPs for complex operational issues; Maintain CRM macro library and FAQs; Act as liaison for new location launches; Establish compliant agent guardrails for regulatory workflows; Structure knowledge for AI ingestion; Conduct knowledge audits.
Seniority
Individual Contributor
