Knowledge Base Specialist
About The Team
At Turo, the right information at the right time is the backbone of our marketplace. This role exists to ensure our knowledge ecosystem is agent-centric, Quality Assurance-aligned, and AI-ready, enabling agents and analysts to quickly query Guru and confidently determine the right next steps in complex scenarios.
What You Will Do
Knowledge Strategy & Architecture: Drive the overarching vision for how information is structured, tagged, and surfaced. Help build and evolve agent-first content that can be easily queried by AI while remaining clear, actionable, and empathetic for human agents. Ensure knowledge structures support fast decision-making and "next-best-action" guidance.
AI Innovation & Optimization: Assist with the "AI-First" strategy by assisting with the implementation of AI-driven search features. Monitor accuracy, tune knowledge of Guru AI agents, and partner with vendors as an early adopter to test and refine emerging AI-assisted features.
Stakeholder Liaison & Process Advocacy: Act as a strategic partner to department leaders and SMEs to establish content ownership and verification workflows. Help process owners translate complex business logic into digestible content, structured workflows, and standardized global verbiage.
Knowledge Gap Analysis: Proactively identify "missing knowledge" by analyzing platform search data, survey feedback, and internal communication trends. Use these insights to drive content creation and bridge information voids before they impact the user experience.
Platform Analytics & Tool Governance: Utilize data to track adoption and search effectiveness to identify content improvement opportunities.
Your Profile
Undergraduate degree or equivalent years experience in Business Administration, Information Management, or a related field.
2+ years of experience in knowledge management, process documentation, or a similar role.
AI Curiosity: You are fascinated by the potential of AI in the KM space and understand how to "feed" an AI knowledge base to get the best results.
Empathy for the User: You can put yourself in the shoes of a support agent to understand exactly what information they need to be successful in the moment.
Experience supporting large-scale, distributed teams or BPO environments.
Analytical Mindset: You don't just guess; you use data (Domo, Guru Analytics, etc.) to prove that the knowledge strategy is working.
Systems Thinking: You have a "builder" mindset. You have experience creating complex processes, decision trees, or documentation structures from the ground up.
Bonus if you have Experience in a Knowledge Management role.
Experience building complex workflows or logic-based documentation.
CKM or KCS Certification or similar preferred.
Pay & Benefits
The Phoenix base salary target range for this full-time position is $68,000-$77,000 + equity + benefits. Our salary ranges are determined by role, level, and location. The range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the position in this location. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training.
Turo highly values having employees working in-office to foster a collaborative work environment and company culture. This role will be in-office on a hybrid schedule — Turists will be expected to work in the office 3 days per week on Mondays, Wednesdays, and Thursdays.
We are committed to building a diverse team. If you are from a background that's underrepresented in tech, we'd love to meet you. Aside from an award winning work environment and the opportunity to be part of the world’s largest car sharing marketplace, we are also growing the team quickly - join us!