CX Knowledge Specialist

Job Description

Job Description

CX Knowledge SpecialistRevenue Org  ·  Reports to Customer Care Sr. Manager ·  Full Time  ·  Remote / Hybrid

Join Us at Pura—Reimagining Fragrance for the Future

At Pura, we believe life is better when it smells good. Fragrance has the unique power to transform spaces, elevate moods, and create lasting memories. But we know it can do even more. That’s why we’re pioneering the future of fragrance, combining cutting-edge smart home technology with premium, clean scents to create personalized, meaningful experiences in every home.

We’re not just a fragrance company—we’re on a mission to change the way people experience scent. At Pura, we are redefining fragrance as a critical element of design, on par with color, texture, sound, lighting, and furniture. We call this Scent Design—transforming scent from an afterthought into an intentional, skillful component of every space. By blending artistry and science, Pura allows users to design their own “scentscapes” that enhance daily life and craft environments that feel as good as they smell.

Why Join Pura?

Our journey began with two innovators, Richie Stapler and Bruno Lima, and their shared vision of revolutionizing how we experience fragrance. Since then, Pura has grown into a company that sells a fragrance every 3.7 seconds, partnering with iconic brands like Curio, Anthropologie, and Disney. We’ve been recognized as the Fastest Growing Company in Utah, and we are passionate about making scent a core part of life’s most memorable moments.

Your Role at Pura:

The CX Knowledge Specialist role goes beyond writing and maintaining documentation to owning the health of Pura's Customer Care entire knowledge system, including how that knowledge powers our human agents and AI-driven support tools (AI agent).

This person is the connective layer between frontline support, subject matter experts, and the AI system built on top of our content. They don't just document what's true today, they build the systems that catch what's changing, close gaps before they escalate, and keep our knowledge base structured well enough that both humans and AI can use it accurately.

The right candidate is a strong writer and trainer who is also curious about AI, comfortable with data, and energized by building repeatable systems rather than one-off fixes. You will help us inspire a belief in the power of fragrance to craft and elevate memorable moments for our Owners. This is your chance to make an impact in a high-growth company that’s redefining the way people experience scent.

What You’ll Own:

Knowledge Base & Documentation 

• Develop, maintain, and update policy & procedure documentation across Customer Care.
• Own Help Center content on the Pura website, partnering with stakeholders to ensure accuracy and quality.
• Build modular, reusable content so updates propagate consistently across KB articles and macros instead of being rewritten one-off each time.
• Run scheduled content health reviews with document owners; proactively identify drift between what's documented and what teams actually do.

Capturing & Protecting Institutional Knowledge

• Run structured methods to extract undocumented knowledge from experienced team members, SME interviews, shadow sessions with agents/reviewers.
• Maintain a clear, visible process for submitting and resolving content gaps, so knowledge doesn't live only in people's heads.

Closing the Feedback Loop

• Maintain active signal from the frontline back to documentation: synthesize escalation patterns, agent workarounds, and recurring errors that suggest the knowledge base is failing or drifting.
• Act as an early warning system flagging knowledge gaps before they cause errors at scale, not after.
• Report actionable insights to stakeholders (Support leadership, Product, Engineering,ect) to drive alignment on what needs to change.

Feeding & Improving AI Systems

• Collaborate with the team(s) owning AI workflows to make sure they're drawing from accurate, well-structured content (this role owns content quality and structure, not chatbot flow design itself).
• Identify performance gaps or broken AI experiences that trace back to content issues (missing info, ambiguous phrasing, outdated policy) and drive fixes.
• Structure KB content with AI retrieval in mind so both human agents and AI tools get accurate answers from the same source.
• Partner directly with Product and Engineering on AI custom answers/fallback content, using performance data to prioritize what gets fixed first.

Training & Enablement

• Train BPO agents and internal staff on systems, processes, and support expectations.
• Partner with leadership to ensure training content reflects evolving business needs and policy changes.
• Translate decisions made at the strategy level (new product launches, policies and/or operational changes) into execution-ready guidance (decision trees, escalation paths, KB updates, etc) so nothing gets lost in translation between teams.

Staying Grounded in the Customer

• Take on a light, regular volume of support tickets to stay close to real customer issues and keep documentation and AI content grounded in actual user language and pain points.

Qualifications:

• 2–4 years in training, documentation, knowledge management, or customer support - ecommerce and/or subscription retailer experience is a plus, but not required.
• Strong writing and editing skills, with the judgment to structure content for reuse, not just readability.
• Experience with documentation tools, LMS, or knowledge base platforms required.
• Exposure to AI-powered support tools (AI agents, chatbot, Claude, Gemini, ChatGPT or similar) and genuine interest in how content quality drives AI accuracy.
• Ability to interpret basic performance data (escalation trends, fallback rates, content gap reports) to prioritize what to fix first.
• Track record of running structured processes (audits, interviews, review cadences) not just responding to requests as they come in.
• Comfortable partnering across Product, Engineering, Leadership, and other business stakeholders; able to represent Support's knowledge needs in cross-functional conversations.
• Open to using AI tools to speed up their own work, with sound judgment about when human review matters.

Other Details

• Standard schedule of Monday through Friday, 8:00 a.m. to 5:00 p.m. (inclusive of a 30–60 minute lunch break).
• Availability for weekend coverage required based on fluctuating business needs.
• This is a full-time, on-site position based at our Pleasant Grove, UT office.

Pura’s Story

We’re passionate about creating spaces that inspire, elevate, and transform everyday life. We believe scent is more than just a pleasant background—it’s an integral part of Scent Design, transforming homes into meaningful, personalized spaces. Our smart home fragrance diffusers allow users to design their own scent experiences with premium, clean fragrances.

After 10 years of innovation, we’ve been recognized by Inc. and Utah Business as one of the best places to work, and we continue to push the boundaries of technology and fragrance. Join us in our pursuit of reimagining what’s possible with scent design.

Pura’s Culture

Our culture is built on a foundation of innovation, collaboration, inclusivity, and being good humans. We believe in fostering an environment where creativity thrives, empowering each team member to contribute their unique perspectives and skills. Our commitment to sustainability and integrity drives our decisions, ensuring that we not only create exceptional products but also contribute positively to our community and the planet. We celebrate diversity and prioritize open communication, cultivating a supportive atmosphere where everyone feels valued and inspired to push boundaries. Together, we’re not just building a brand—we’re creating a movement that redefines the role of fragrance in our lives.