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.
Who you areMetropolis 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 Resolution (FCR) and deliver exceptional customer outcomes.
What you'll do- Serve as the operational owner of Customer Experience knowledge, managing the customer-facing Help Center and internal Knowledge Library
- Lead the comprehensive teardown and rebuild of legacy SOPs, replacing rigid policies with workflows anchored in our core framework: Acknowledge, Empathize, Verify, Resolve
- Build localized, compliant SOPs and decision trees for complex operational workflows, such as Dynamic Pricing disputes and 3rd-Party Reservation failures
- Own, restructure, and maintain the Gladly CRM macro library (CX Answers) and FAQs to drive First Contact Resolution (FCR) while aligning with the Metropolis brand voice
- Serve as the primary CX liaison to Operations Launch teams, ensuring localized knowledge assets and documentation are delivered prior to go-live for new locations
- Act as the direct operational bridge to Experience Integrity and Government Relations to establish strictly compliant agent guardrails for regulatory-sensitive workflows
- Structure organizational knowledge clearly so it can be effectively ingested and retrieved by our AI Agent (Parker) and internal LLMs
- Partner with CX AI Content Analysts to close documentation gaps that cause AI hallucinations or routing failures
- Conduct recurring knowledge audits to identify gaps, partnering with QA and Training to ensure operational alignment
- 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
- Experience supporting AI-powered customer support solutions or familiarity with generative AI tools like Claude, Gemini, or ChatGPT
- Experience with Gladly, Zendesk, Intercom, or similar CRM platforms
- Experience creating customer support documentation at scale
- Understanding of information architecture, content strategy, and knowledge management best practices
4 Days in Office: Metropolis values in-person collaboration to drive innovation, strengthen culture, and enhance the Member experience. Our corporate team members hold to our office-first model, which requires employees to be on-site at least four days a week, fostering organic interactions that spark creativity and connection
When you join Metropolis, you'll join a team of world-class product leaders and engineers, building an ecosystem of technologies at the intersection of parking, mobility, and real estate. Our goal is to build an inclusive culture where everyone has a voice and the best idea wins. You will play a key role in building and maintaining this culture as our organization grows. The anticipated base salary for this position is $63,000.00 USD to $75,000.00 USD annually. The actual base salary offered is determined by a number of variables, including, as appropriate, the applicant's qualifications for the position, years of relevant experience, distinctive skills, level of education attained, certifications or other professional licenses held, and the location of residence and/or place of employment. Base salary is one component of Metropolis' total compensation package, which may also include access to or eligibility for healthcare benefits, a 401(k) plan, short-term and long-term disability coverage, basic life insurance, a lucrative stock option plan, bonus plans, and more. #LI-AW1 #LI-Onsite
Metropolis may utilize an automated employment decision tool (AEDT) to assess or evaluate your candidacy for employment or promotion. AEDTs are used to assist in assessing a candidate’s application relative to the required job qualifications and responsibilities listed in the job posting.
As part of this process, Metropolis retains data relevant to your candidacy, including personal information, for a period that is reasonably necessary for the use of the tool. If you are hired for the position, your data may become part of your employee records.
Metropolis Technologies is an equal opportunity employer. We make all hiring decisions based on merit, qualifications, and business needs, without regard to race, color, religion, sex (including gender identity, sexual orientation, or pregnancy), national origin, disability, veteran status, or any other protected characteristic under federal, state, or local law.
Skills Required
- 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 focused 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, including driving cross-functional alignment ahead of strict launch deadlines
- Experience leveraging AI tools to transform static workflows into responsive, high-output processes
- Experience supporting AI-powered customer support solutions or familiarity with generative AI tools such as Claude, Gemini, or ChatGPT
- Experience with Gladly, Zendesk, Intercom, or similar CRM platforms
- Experience creating customer support documentation at scale
- Understanding of information architecture, content strategy, and knowledge management best practices
Metropolis Technologies Compensation & Benefits Highlights
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Healthcare Strength — Healthcare is described as subsidized for full-time and hourly staff, with dental, vision, and mental-health support highlighted on employer and third-party pages. Some listings also reference highly subsidized options, including fully covered or $0‑deductible plans.
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Leave & Time Off Breadth — Time off is presented as flexible and generous, with many salaried roles described as having unlimited PTO. Paid holidays are observed, and those who work holidays are said to receive double pay.
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Retirement Support — A 401(k) plan with a company match is promoted on official and aggregator pages, though the exact match level differs by source. This positioning indicates active support for retirement savings.
Metropolis Technologies Insights
What We Do
Metropolis Technologies, Inc. is an artificial intelligence company whose computer vision platform enables checkout-free payment experiences for the real world. Its proprietary AI-driven technology reaches more than 50 million customers while reducing costs, increasing transparency and capturing additional revenue for real estate partners. Following its take-private acquisition of SP+, Metropolis is now the largest parking network in North America with more than 4,000 locations. To learn more about Metropolis, please visit www.metropolis.io.
Why Work With Us
We’re not your typical technology company. We’re world-class software and hardware engineers, we’re neighborhood urbanists and operators, we’re caring customer support specialists, we’re nerdy data scientists and machine learning engineers, we’re designers and architects… and many things in-between and beyond.
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Metropolis Technologies Offices
OnSite Workspace
Metropolis values in-person collaboration to drive innovation, strengthen culture, and enhance the Member experience. Our corporate team members hold to our office-first model, which requires employees to be on-site at least four days a week.
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