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.

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 escal… and keep our knowledge base structured well enough that both humans and AI can use it accurately.

• 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…