CX Knowledge Specialist

CX Knowledge Specialist

Join Us at Pura—Reimagining 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. That's why we're pioneering the future of fragrance, combining cutting-edge smart home technology with premium, clean scents to create personalized, meaningful experiences in every home.

We're not just a fragrance company—we're 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 Design—transforming scent from an afterthought into an intentional, skillful component of every space. By blending artistry and science, Pura allows users to design their own "scents capes" that enhance daily life and craft environments that feel as good as they smell.

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. We've been recognized as the Fastest Growing Company in Utah, and we are passionate about making scent a core part of life's most memorable moments.

The CX Knowledge Specialist role goes beyond writing and maintaining documentation to owning the health of Pura's 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 don't just document what's true today, they build the systems that catch what's 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 that's redefining the way people experience scent.

What You'll Own:

• 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 what's documented and what teams actually do.

• 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 doesn't live only in people's heads.

• 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, Engineering, etc) to drive alignment on what needs to change.

• Collaborate with the team(s) owning AI workflows to make sure they're 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…