At Podium, we bring AI Employees to local businesses that turn every conversation into revenue. Trusted by 60,000+ businesses across Auto, Home Services, and Aesthetics, Podium captures and converts leads 24/7, driving both new business and repeat customers.
In under 24 months, we crossed $100M in AI Agent ARR, scaling 300% year-over-year. During this time, we’ve deployed 10,000 AI employees to empower real business outcomes for our customers. Podium is building what we believe will be the most impactful AI employee ecosystem for local business.
Podium has been recognized as the Best AI Implementation by Inc. Magazine, highlighted by OpenAI for building revenue-driving AI Agents, and awarded the #1 AI Agent for Business Operations by G2.
Our growth is fueled by hiring exceptional people, holding them to high standards, and creating opportunities for them to grow and make an impact. Our operating principles guide daily behavior and ensure we hire people who will thrive at Podium. If you're hungry for growth, aligned to our operating principles, and ready to get to work, you won't find a better place to learn and accelerate your career.
The CX Knowledge Analyst will play a critical role in designing, managing, and continuously improving Podium’s AI-powered knowledge ecosystem. This role is responsible for building, maintaining, and QAing AI agents that support both customers and frontline CX teams, ensuring agent outputs are accurate, relevant, and aligned to Podium’s products and vertical use cases.
This role will own how knowledge is structured, trained, and refreshed for AI consumption — including developing verticalized knowledge strategies that keep our KB current, high-quality, and optimized for deflection and CX efficiency. The ideal candidate is excited to learn and experiment with new AI tools, comfortable working directly with AI agents, and highly detail-oriented when it comes to validating outputs and improving system performance.
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
- 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
- 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
Podium is an equal opportunity employer. Podium provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, national origin, sexual orientation, gender identity or expression, age, disability, genetic information, marital status or veteran status.
Top Skills
What We Do
Podium is redefining the way customers interact with local businesses. Podium’s Interaction Management platform uses messaging to make it convenient to interact with your leads, customers, and teams along every customer touchpoint.
With Podium, you can message your leads and customers, get reviews and feedback, and communicate easily with your team, all in one easy-to-use inbox. It powers the conversations that matter most to your business, putting you miles ahead of the competition.
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