Knowledge Base Specialist

About the role

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.

Responsibilities

• 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
• 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.
• Turo Recruiting Scam Alert:
• 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 contacte

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