Customer Experience Knowledge Analyst
Podium
At Podium, our mission is to arm every local business with a complete platform and outcome-driven AI employees that convert leads into real, paying customers. Every day, millions of workers use our AI lead conversion and communication platform to help them get more leads and make more money.
Our work and focus on helping local businesses thrive has been recognized across the industry, including Forbes’ Next Billion Dollar Startups, Forbes’ Cloud 100, the Inc. 5000, and Fast Company’s World’s Most Innovative Companies.
At Podium, we believe in fostering a culture that thrives on hiring and developing exceptional talent. Our operating principles serve as a compass, guiding daily behavior and decision-making, and ensure we hire people who will thrive at Podium. If you resonate with our operating principles and are energized by our mission, Podium will be a great place for you!
The Customer Experience Knowledge Analyst will play a pivotal role in managing and optimizing Podium’s internal and external knowledge content, ensuring accuracy, accessibility, and optimization for AI tools. Additionally, this role will directly own and manage content creation and training, ensuring frontline CX teams are equipped with the necessary product knowledge to excel in their roles. The CX Knowledge Analyst will be critical in ensuring that our teams have access to the information they need and that our customers receive the guidance necessary to maximize the value of Podium products.
Responsibilities:
- Develop and maintain an accurate, accessible, and relevant internal and external multimedia knowledge base
- Create a management plan to ensure that content is regularly reviewed and updated
- Collaborate with cross-functional product teams and CX teams to create content, ensuring consistency and quality
- Work directly with AI agents to increase deflection capabilities and CX rep efficiency
- Define and enforce content standards, formatting, and templates
- Monitor customer feedback and usage analytics to continuously refine and enhance content effectiveness
- Work with CX leadership on developing training resources to support existing and new hire training
Requirements:
- 1+ years of experience in knowledge management, project management, or enablement
- Exceptional project management skills, with the ability to prioritize tasks and meet deadlines in a fast-paced environment
- Excellent writing and editing skills, with a keen eye for detail and clarity
- Demonstrated ability to collaborate with multiple stakeholders
- Familiarity with customer support and success principles
- Experience with content management systems (CMS) and collaboration tools is a plus
- Experience with Salesforce Knowledge and video editing is a plus
BENEFITS
- Open and transparent culture
- Life insurance, long and short-term disability coverage
- Paid parental leave
- Fertility benefits
- Generous vacation time, plus three 4-day summer holiday weekends
- Excellent medical, dental, and vision benefits
- 401k Plan
- Bi-annual swag drops with cool Podium gear and apparel
- A stellar HQ (Utah) gym with local professional coaches and classes offered
- Onsite HQ (Utah) child care center, subsidized for employees
Podium is an equal opportunity employer. Podium provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, national origin, sexual orientation, gender identity or expression, age, disability, genetic information, marital status or veteran status.