Customer Experience Knowledge Analyst (AI)

TL;DR

Customer Experience Knowledge Analyst (AI): Manages and optimizes internal and external knowledge content for hirify.global, ensuring accuracy, accessibility, and optimization for AI tools. Focus on content creation, training CX teams, and leveraging AI to enhance deflection capabilities and rep efficiency.

Location: Lehi, Utah

Company

hirify.global is a product company arming local businesses with a complete AI-driven platform to convert leads into paying customers.

What you will do

• Develop and maintain an accurate internal and external multimedia knowledge base.
• Create and manage content, collaborating with product and CX teams.
• Work with AI agents to improve deflection and CX rep efficiency.
• Define and enforce content standards and templates.
• Monitor customer feedback and usage analytics to enhance content.
• Develop training resources for existing and new CX hires.

Requirements

• 1+ years of experience in knowledge management, project management, or enablement.
• Exceptional project management skills.
• Excellent writing and editing skills.
• Demonstrated ability to collaborate with multiple stakeholders.
• Familiarity with customer support and success principles.

Nice to have

• Experience with content management systems (CMS) and collaboration tools.
• Experience with Salesforce Knowledge and video editing.

Culture & Benefits

• Open and transparent culture.
• Generous vacation time, plus three 4-day summer holiday weekends.
• Excellent medical, dental, and vision benefits, 401k Plan, life insurance, parental leave, fertility benefits.
• Stellar HQ gym with professional coaches and classes.
• Onsite HQ child care center, subsidized for employees.