Customer Knowledge Lead

Turnstile

5d • $110,000 - $150,000 • Remote

About The Position

We’re expanding our Customer Operations team and looking for a naturally curious, customer-obsessed Customer Knowledge Lead to become the definitive expert on Turnstile platform knowledge. In this role, you’ll translate complex product behavior into world-class customer resources—owning our knowledge base, evolving the help center, creating interactive product tutorials, and powering our next-generation agentic support experience. This role is critical to establishing a unified knowledge framework that serves both internal teams while delighting Turnstile customers.

Requirements

• 3-5 years of experience in customer education. You have experience in building educational experiences in technical spaces. Some relevant experience includes... Customer Education, Support, Customer Success, Implementation, Trainer, Educator, Librarian, or similar.
• Deep curiosity. You ask a lot of questions. You don’t accept assumptions; you verify or challenge them. You are a lifelong learner who enjoys learning new things each day.
• Strong and empathetic communicator. You can easily see things from the customers’ perspectives to ensure the best user experience. Everything is centered around customer outcomes.
• Collaborative team player. At Turnstile, knowledge is spread across the organization. You will build relationships with those across our teams and learn from others. You will also cross-pollinate knowledge everywhere you go.
• Familiarity with AI tooling. You have dabbled with AI for personal or professional use to amplify productivity.
• Organized and process-driven thinker. You enjoy optimizing how you work, and you’re not afraid to try new tools or strategies to improve efficiency.

Nice To Haves

• Experience with agentic support
• Familiarity with tools used for digital adoption, ticketing, and digital documentation
• SQL skills for analyzing user behavior and trends

Responsibilities

• Own a robust help center that fuels an excellent agentic support experience. One of the primary ways our customers interact with and learn from Turnstile is our chatbot. You will be making the chatbot the most knowledgeable 'person' on Turnstile and Revenue Operations anywhere!
• Act as a voice of the customer. You amplify customer insights by iterating on educational resources and sharing feedback continuously with the Product team.
• Centralize internal knowledge. With the help of the broader CustOps team, you will work to gather internal information about the platform and underlying data. Your work will be used in a centralized Wiki for the team.
• Empower our customers through educational experiences. You will build in-app tutorials, write help center documents, and identify new ways to reach and teach our customers.
• Identify education gaps. Review Support tickets and listen to Success calls to uncover recurring questions and learning opportunities.

Benefits

• Competitive and Fair Pay: Equal pay by role and level at the 75th percentile of SF salaries ($110,000 to $150,000 for this role, depending on level) with meaningful equity
• Fully Remote: Distributed by design with team members from San Francisco to Raleigh
• Fully Covered Health Benefits: 100% paid medical, mental health, dental, and vision premiums for you and your family
• Paid Parental Leave: 16 weeks for birthing parent, 12 weeks for all other parents welcoming a new child into their home
• 401(k): With 4% company contribution, regardless of what you put in
• Flexible PTO: Take the time you need to unplug and unwind

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 1-10 employees