MT
$63,000 – $75,000
Listed on Metropolis Technologies’s own careers site. You apply with them directly — we never stand between you and the employer.
What this role is
This role manages customer support documentation, knowledge bases, and standard operating procedures across a fast-growing mobility platform. You'll work across operations, product, and AI teams to ensure frontline support agents have clear, compliant information that drives first-contact resolution and supports both human and AI-powered customer service.
Our summary, not Metropolis Technologies’s wording. The full posting is on their site.
Skills this role names
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What they ask for
Required
- Experience managing or maintaining knowledge bases, help centers, or SOP documentation systems
- Experience in customer support, customer experience, or fast-paced operational environments
- Strong technical writing and documentation skills
- Ability to translate complex operational and legal requirements into user-friendly documentation
- Project management skills for cross-functional alignment and launch deadlines
Nice to have
- Experience with AI-powered customer support solutions or familiarity with generative AI tools
- 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