Knowledge Base Specialist

Turo

2d•$68,000 - $77,000•Hybrid

About The Position

We're a fun, supportive, down-to-earth, award-winning team of operators who work closely with designers, researchers, data analysts, product managers, engineers, and other cross-functional peers to create enjoyable user experiences. We're fully committed to the belief that every customer touchpoint is an opportunity to strengthen a relationship, and to build the Turo brand, no matter the channel or issue at hand. As a Knowledge Management Specialist at Turo, you will play a pivotal role in enhancing our operational efficiency and fostering a culture of continuous learning and improvement. You will be responsible for capturing, documenting, and optimizing our internal process workflows, as well as managing and curating our company’s internal knowledge resources. Your work will ensure that critical knowledge resources are accessible and useful, supporting our teams in delivering exceptional service to our community of hosts and guests.

Requirements

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.
Highly detail oriented with experience designing and documenting current-state and future-state process workflows.
Exceptional written and verbal communication skills, with a keen eye for detail and the ability to convey complex information clearly and concisely.
Strong organizational skills and the ability to manage multiple projects simultaneously.
A proactive, self-motivated individual with a strong desire to improve organizational knowledge sharing and efficiency.
Strong knowledge of Google product suite such as Gmail, Google Docs, Google Slides and Google Sheets.

Nice To Haves

Continuous process improvement experience.
Experience with tools such as Kustomer, Origami, Guru, Zingtree, and Figma.
Experience training large language models.

Responsibilities

Engage in feedback sessions to identify opportunities to improve the tools our support teams use to assist guests and hosts.
Develop, document, and maintain clear and concise process workflows for various teams, ensuring that all procedures are up to date and accurately reflect current practices.
Create, organize, and manage a centralized knowledge repository that is easily accessible to our support teams. This includes maintaining internal document management systems.
Regularly review and analyze existing processes and knowledge management practices for improvement opportunities.
Gather insights from users to enhance the usability and effectiveness of knowledge resources.
Collaborate with Program Managers to identify process improvement opportunities within various areas of the host and guest journey here at Turo.
Confidently compile and present your findings and recommendations to stakeholders.
Work closely with teams across Turo to ensure knowledge sharing is seamless and effective, fostering a collaborative work environment that encourages knowledge exchange and innovation.
Represent Turo’s mission, vision, and values with integrity and professionalism

Benefits

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