Customer Experience Knowledge Analyst

Podium•Lehi, UT

About The Position

The CX Knowledge Analyst will play a critical role in designing, managing, and continuously improving Podium’s AI-powered knowledge ecosystem. This role is responsible for building, maintaining, and QAing AI agents that support both customers and frontline CX teams, ensuring agent outputs are accurate, relevant, and aligned to Podium’s products and vertical use cases. This role will own how knowledge is structured, trained, and refreshed for AI consumption — including developing verticalized knowledge strategies that keep our KB current, high-quality, and optimized for deflection and CX efficiency. The ideal candidate is excited to learn and experiment with new AI tools, comfortable working directly with AI agents, and highly detail-oriented when it comes to validating outputs and improving system performance.

Requirements

5+ years of experience in knowledge management, enablement, operations, or a related field
Strong interest in AI, automation, and agent-based systems, with comfort in learning new tools quickly
Exceptional attention to detail and a strong quality bar, especially when reviewing AI-generated outputs
Excellent written communication skills, with the ability to structure content for both humans and machines
Proven ability to manage multiple projects and priorities in a fast-paced environment
Strong cross-functional collaboration skills, particularly with Product, CX, and Operations teams
Familiarity with customer support and customer success principles

Nice To Haves

Experience with content management systems (CMS) and collaboration tools is a plus
Experience with Salesforce Knowledge, AI tooling, prompt design, or video editing is a plus

Responsibilities

Own the end-to-end lifecycle of AI agent knowledge, including training data, content structure, and ongoing optimization
QA AI agent outputs for accuracy, tone, relevance, and alignment with product and CX standards
Design and implement processes to keep knowledge bases continuously up to date, with a strong focus on verticalized and use-case-specific content
Partner with Product, CX, and Operations teams to translate product changes and CX insights into agent-ready knowledge
Develop and maintain an accurate, accessible, and AI-optimized internal and external multimedia knowledge base
Define and enforce content standards, formatting, taxonomies, and templates to ensure consistency across human- and AI-consumed content
Experiment with and adopt new AI tools and workflows to improve deflection, agent performance, and CX rep efficiency
Monitor agent performance, customer feedback, and usage analytics to identify gaps and opportunities for improvement
Create and maintain training content that enables frontline CX teams to effectively leverage AI tools and knowledge resources
Serve as a subject matter expert on how knowledge structure impacts AI behavior and CX outcomes

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.