Knowledge Base Specialist

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.

This is a strategic Knowledge Management role focused on elevating content quality as customer support teams increasingly rely on AI-assisted search to navigate processes and make decisions in real time. You will assist with designing, structuring, and maintaining knowledge that is both AI-readable and agent-friendly, ensuring information can be easily interpreted by automation while remaining intuitive and actionable for human agents.

The role partners closely with Quality Assurance  and BPO teams, recognizing that BPO analysts depend heavily on Guru content to execute their work effectively. By aligning knowledge guidance with QA evaluation criteria, this position ensures that documented processes directly support performance expectations, drive operational consistency, and reinforce quality standards.

• 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.

• 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.

• Experience in a Knowledge Management role

• Experience building complex workflows or logic-based documentation.

• CKM or KCS Certification or similar preferred

• Background in Content Strategy, Instructional Design, or UX Writing.

• Experience with tools such as Kustomer, Origami, Guru, Zingtree, and Figma.

• Experience training large language models.

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. Your recruiter can share more about the specific salary range for your work location during the hiring process.

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. Your recruiter can share more information about the various in-office perks Turo offers.

We’ve learned that there are scammers targeting job candidates by impersonating Turo and its employees. We ask candidates to be careful of fraudulent job postings or suspicious recruiting activity during their job search, especially if they’re contacted through unofficial channels (such as Instagram, Telegram, MS Teams, etc.). In general, Turo interacts with candidates through our Careers page and via turo.com email addresses, and we don’t ask candidates for sensitive financial or personal info or request money as part of the hiring process (so an application fee or equipment costs). If candidates are not sure whether they’re dealing with an impersonator, they can contact Turo’s Recruiting Team at [email protected]. Candidates can also report suspicious activity to the FTC or other appropriate authorities.

Turo may use AI-enabled tools to support our recruiting operations, including gathering information from candidates, drafting communications, helping with interview note-taking and assessment, and so on. These tools only supplement our team; all decisions to advance or hire candidates are made by Turo employees. While we welcome candidates to use AI-enabled tools to help prepare for their interviews, the use of such tools, including any AI chatbots or note-takers, is not permitted during live interviews or technical assessments. We want to see how you consider and solve problems in real-time, so interviews and assessments are all you (unless we indicate otherwise and ask you specifically to use an AI-enabled tool to answer a question). If during the application process you require the use of an AI-enabled tool as a reasonable accommodation for a disability, please let us know at [email protected].

• Competitive salary, equity, benefits, and perks for all full-time employees

• Employer-paid medical, dental, and vision insurance (Country specific)

• Retirement employer match

• Learning & Development stipend to invest in your professional development

• Turo host matching program

• Turo travel credit

• Cell phone and internet stipend

• Paid time off to relax and recharge

• Paid holidays, volunteer time off, and parental leave

• For those who are in the office full-time or hybrid we have in-office lunch, office snacks, and fun activities

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!  Even if you don't meet every qualification, we are looking for people with enthusiasm for what we do and we will consider you for this and other possibilities.

Turo is the world’s largest car sharing marketplace where you can book the perfect car for wherever you’re going from a vibrant community of trusted hosts across the US, UK, Canada, Australia, and France. Whether you're flying in from afar or looking for a car down the street, searching for a rugged truck or something smooth and swanky, Turo puts you in the driver's seat of an extraordinary selection of cars shared by local hosts.

Discover Turo at https://turo.com, the App Store, and Google Play, and check out our blog, Field Notes.  

Read more about the Turo culture according to Turo CEO, Andre Haddad.

Turo is an Equal Opportunity Employer and a participant in the U.S. Federal E-Verify program.  Women, minorities, individuals with disabilities and protected veterans are encouraged to apply.  We welcome people of different backgrounds, experiences, abilities and perspectives.  

Turo will consider qualified applicants with criminal histories in a manner consistent with the San Francisco Fair Chance Ordinance, as applicable.  

We welcome candidates with physical, mental, and/or neurological disabilities. If you require assistance applying for an open position, or need accommodation during the recruiting process due to a disability, please submit a request to People Operations by emailing [email protected].