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Metropolis

CX Operations Enablement Specialist

Metropolis · Nashville, Tennessee, United States

Posted about 2 months ago

or apply directly on Metropolis's site. We never take the application ourselves.

Is this posting real?

This role has been open
61 days
Metropolis's roles stay open a median of 80 days
Reposted
No
Salary listed
No
5% of Metropolis's roles list one
Ghost-job risk at Metropolis
high
79 stale, 1 reposted of 80 open
Hiring momentum
123 roles opened in the last 90 days
↑ up vs. the prior 90 days
Last confirmed on the employer's board
2026-10-22

Measured from postings appearing on and disappearing from Metropolis's own greenhouse board since 2026-08-03. Full hiring picture for Metropolis.

About this role

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.

Our read on this posting3.2out of 5
benefits
4/5
freshness
4/5
career value
4/5
role clarity
4/5
pay transparency
0/5

Scored from the posting itself — how clearly the role is described, how much it says about pay and benefits, and how recently it was listed. Not a judgement of Metropolis as an employer.

What you need

  • 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 you get

  • 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

Worth weighing

  • 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

Summarised from Metropolis's posting. Read the full original.

Listed by Metropolis on their greenhouse job board, last confirmed open on 2026-10-22. PitchMeAI is not the employer.

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