Podium · 5 hours ago
Customer Experience Knowledge Analyst
Lehi, Utah
Full-time
Onsite
Senior Level
5+ years expPodium is a company that brings AI Employees to local businesses, transforming conversations into revenue. The CX Knowledge Analyst will be responsible for managing and improving the AI-powered knowledge ecosystem, ensuring accuracy and relevance in AI agent outputs.
CollaborationConsumer ReviewsMessagingSaaSSoftware
Responsibilities
Own the end-to-end lifecycle of AI agent knowledge, including training data, content structure, and ongoing optimization
QA AI agent outputs for accuracy, tone, relevance, and alignment with product and CX standards
Design and implement processes to keep knowledge bases continuously up to date, with a strong focus on verticalized and use-case-specific content
Partner with Product, CX, and Operations teams to translate product changes and CX insights into agent-ready knowledge
Develop and maintain an accurate, accessible, and AI-optimized internal and external multimedia knowledge base
Define and enforce content standards, formatting, taxonomies, and templates to ensure consistency across human- and AI-consumed content
Experiment with and adopt new AI tools and workflows to improve deflection, agent performance, and CX rep efficiency
Monitor agent performance, customer feedback, and usage analytics to identify gaps and opportunities for improvement
Create and maintain training content that enables frontline CX teams to effectively leverage AI tools and knowledge resources
Serve as a subject matter expert on how knowledge structure impacts AI behavior and CX outcomes
Qualification
Required
5+ years of experience in knowledge management, enablement, operations, or a related field
Strong interest in AI, automation, and agent-based systems, with comfort in learning new tools quickly
Exceptional attention to detail and a strong quality bar, especially when reviewing AI-generated outputs
Excellent written communication skills, with the ability to structure content for both humans and machines
Proven ability to manage multiple projects and priorities in a fast-paced environment
Strong cross-functional collaboration skills, particularly with Product, CX, and Operations teams
Familiarity with customer support and customer success principles
Preferred
Experience with content management systems (CMS) and collaboration tools is a plus
Experience with Salesforce Knowledge, AI tooling, prompt design, or video editing is a plus
Benefits
Open and transparent culture
Life insurance, long and short-term disability coverage
Paid parental leave
Fertility benefits
Generous vacation time, plus three 4-day summer holiday weekends
Excellent medical, dental, and vision benefits
401k Plan
Bi-annual swag drops with cool Podium gear and apparel
A stellar HQ (Utah) gym with local professional coaches and classes offered
Onsite HQ (Utah) child care center, subsidized for employees
Company
Podium
Podium is a customer communication platform for businesses who interact with customers on a local level.
1001-5000 employees
H1B Sponsorship
Podium has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (1)
2024 (2)
2023 (3)
2022 (3)
2021 (4)
2020 (1)
Funding
Current Stage
Late StageTotal Funding
$422.65MKey Investors
Y Combinator Continuity FundIVPAlbum VC
2022-10-31Series Unknown
2021-11-15Series D· $201M
2020-04-07Series C· $125M
Leadership Team
Eric Rea
Co-founder & CEO
Dennis Steele
Co-Founder
Recent News
2026-01-20
2025-11-25
Company data provided by crunchbase