CX Knowledge Specialist

Join Us at PuraReimagining 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. Thats why were pioneering the future of fragrance combining cutting-edge smart home technology with premium clean scents to create personalized meaningful experiences in every home.

Were not just a fragrance companywere 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 Designtransforming 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. Weve been recognized as the Fastest Growing Company in Utah and we are passionate about making scent a core part of lifes most memorable moments.

Your Role at Pura:

The CX Knowledge Specialist role goes beyond writing and maintaining documentation to owning the health of Puras 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 dont just document whats true today they build the systems that catch whats 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 thats redefining the way people experience scent.

What Youll 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 whats 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 doesnt live only in peoples 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 Engineeringect) to drive alignment on what needs to change.

Feeding & Improving AI Systems

• Collaborate with the team(s) owning AI workflows to make sure theyre 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:

• 24 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 Supports 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 3060 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.

Puras Story

Were passionate about creating spaces that inspire elevate and transform everyday life. We believe scent is more than just a pleasant backgroundits 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 weve 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 whats possible with scent design.

Puras 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 were not just building a brandwere creating a movement that redefines the role of fragrance in our lives.

Join the Pura Team!

Were looking for individuals who believe in the power of fragrance and technology to transform lives. If youre ready to be part of a dynamic fast-growing company at the forefront of an exciting industry wed love to hear from you.

Pura provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race color religion age sex national origin disability status genetics protected veteran status sexual orientation gender identity or expression or any other characteristic protected by federal state or local laws.

*All candidates are subject to a background check.