Metropolis transforms the parking experience with a computer vision platform that enables checkout-free payment.
About the role
Metropolis is seeking a CX Operations Enablement Specialist to serve as the operational translator and steward of our Customer Experience knowledge ecosystem. In this role, you will tear down process friction, embed our "Trust-First" support philosophy, and ensure our frontline human agents and AI support tools have access to highly accurate, empathetic, and actionable information.
What they're looking for
- Experience managing or maintaining knowledge bases, help centers, or complex SOP documentation systems such as Gladly, Zendesk, Guru, or Confluence
- Experience in Customer Support, Customer Experience, or a fast-paced operational environment
- Strong technical writing, editing, and documentation skills with a hyper-focus on clarity, empathy, and usability
- Ability to translate complex, localized operational and legal requirements into user-friendly documentation for frontline BPO agents
- Strong project management skills, specifically in driving cross-functional alignment ahead of strict launch deadlines
- Experience leveraging AI tools to transform static workflows into responsive, high-output processes
More about this role
The real world is the next frontier, and at Metropolis, we are creating the artificial intelligence to make it responsive. We are pioneering the Recognition Economy — a future where mundane repetition disappears and being known unlocks access, comfort, and belonging everywhere you go. From transforming parking into a seamless drive-in, drive-out experience for millions of Members to expanding our intelligence layer across retail and hospitality, we are building a world that feels instinctive and magical. The future isn’t coming; it’s here, and we need builders, innovators, and problem solvers to help us create it.
Metropolis is seeking a CX Operations Enablement Specialist to serve as the operational translator and steward of our Customer Experience knowledge ecosystem. In this role, you will tear down process friction, embed our "Trust-First" support philosophy, and ensure our frontline human agents and AI support tools have access to highly accurate, empathetic, and actionable information. Partnering closely with Operations, Product, QA, Training, and AI Strategy teams, you will architect SOPs, manage our knowledge libraries, and empower support teams to drive First Contact...
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