BaSE Specialist, IT​/Tech

Overview

At Turo, the right information at the right time is the backbone of our marketplace. This role ensures 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 strategic Knowledge Management role focuses on elevating content quality as customer support teams increasingly rely on AI‑assisted search to navigate processes and make decisions in real time.

• Knowledge Strategy & Architecture – Drive the overarching vision for how information is structured, tagged, and surfaced; 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 helping implement 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 of 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 – Fascination with the potential of AI in the KM space and understanding how to “feed” an AI knowledge base to get the best results.
• Empathy for the User – Ability to put oneself 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 – Uses data (e.g., Domo, Guru Analytics) to prove that the knowledge strategy is working.
• Systems Thinking – Has experience creating complex processes, decision trees, or documentation structures from the ground up.
• Bonus:
  Experience in a Knowledge Management role; building complex workflows or logic‑based documentation.
• Bonus: CKM or KCS Certification or similar preferred.
• Bonus:
  Background in Content Strategy, Instructional Design, or UX Writing.
• Bonus:
  Experience with tools such as Kustomer, Origami, Guru, Zingtree, and Figma; training large language models.

The Phoenix base salary target range for this full‑time position is $68,000‑$77,000 + equity + benefits. 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 — the employee will be expected to work in the office 3 days per week on Mondays, Wednesdays, and Thursdays.

• 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…