Turnstile is the day one revenue platform you’ll never outgrow. We streamline quoting, billing, subscription management, and financial reporting for modern B2B SaaS companies. Our customers range from seed-stage startups to companies scaling to $100M ARR. We are backed by top investors, including First Round Capital, and have recently raised our Series A.
We're a small, senior, and proven team (the last company we started was acquired by Bloomberg) with multiple "best places to work" awards to our credit.
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.
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.
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.
Experience with agentic support
Familiarity with tools used for digital adoption, ticketing, and digital documentation
SQL skills for analyzing user behavior and trends
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
Turnstile is proud to be an equal opportunity workplace. We learn from perspectives that are different from our own and are committed to creating an equitable and inclusive environment for all our employees.
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