Customer Experience Knowledge Analyst

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 Companys Worlds 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 Podiums 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 :

BENEFITS

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.

Required Experience :

IC

Key Skills

Internal Audit,Accomodation,Facilities Management,Jpa,Government,Architecture

Employment Type : Full Time

Experience : years

Vacancy : 1