Member Services Co-Op- Knowledge and Quality Enablement bei Zipcar

Member Services Co-Op- Knowledge and Quality Enablement 
Location: Boston, MA 
Program Dates: January – June 2026
Hours: Full-time (40 hours/week) 
Eligible Students: Undergraduate and Master's 

Company Description 

Zipcar, the world’s leading car-sharing company, is looking to add new talent to our team. 

Today, Zipcar provides hundreds of thousands of people with a viable alternative to traditional car ownership, saving them money, time and headaches. Around the world—people are making the decision to live car free and enjoying the convenience and environmental benefits of having “wheels when you want them.” 

As we continue to grow our operations, we are looking for talented, passionate people with great ideas to join the team. We aim to create an environment that is supportive, diverse, and as fun as our brand. If you’re results-oriented, independent, dedicated, and ready to contribute to an unparalleled member experience for our community of Zipsters, we encourage you to apply. 

About the Role:

Member Services is launching a series of initiatives to improve how knowledge, quality, and performance insights are managed across our support organization. The selected co-op will contribute to projects that modernize our knowledge base, strengthen the connection between QA results and knowledge improvements, and enhance how we visualize and act on quality data. This role offers a unique opportunity to work cross-functionally with operations, learning, and design teams to shape the future of member and agent support while preparing our knowledge ecosystem for AI and automation readiness.

What You’ll Do:

Modernize the Knowledge Base:

• Audit, rewrite, and enrich support articles for clarity, accuracy, and usability.
• Assist in reorganizing the knowledge base information architecture for better discoverability.
• Partner with design and support teams to test and refine the new help center UX and navigation.

Link Knowledge to Agent Performance:

• Analyze QA and performance data to identify knowledge-related gaps or content improvement opportunities.
• Map common QA misses to specific knowledge base articles or content themes.
• Support the creation of a feedback loop between QA findings and knowledge base updates.

Enhance QA Reporting & Insights:

• Design or refine dashboards and visualizations that summarize QA performance trends.
• Support reporting processes that surface actionable insights for training and content development.
• Contribute to the development of governance processes for reporting-driven reviews.

Collaborate & Innovate:

• Work cross-functionally with Learning & Development, Quality Assurance, and Support Operations teams.
• Contribute to content governance documentation and AI-readiness planning.
• Participate in regular project reviews and present findings or recommendations.

What You’ll Learn:

• Hands-on experience in knowledge management, quality analytics, and content strategy.
• Exposure to real-world applications of AI and automation in member support.
• Experience collaborating across disciplines - including L&D, QA, design, and operations.
• The opportunity to leave a lasting impact on how Member Services delivers knowledge and quality at scale.

What We’re Looking For:

• Currently pursuing a degree in Business, Humanities, Literature, or related field.
• Strong writing and editing skills — ability to simplify complex or procedural information.
• Analytical and detail-oriented mindset; comfort with data analysis and visualization tools (e.g., Excel, Google Sheets, Looker, Tableau).
• Interest or experience in knowledge management, content design, UX writing, or quality assurance.
• Familiarity with content management systems and basic HTML/CSS preferred.
• Excellent collaboration and communication skills; able to work with multiple stakeholders.
• Curiosity about AI and automation technologies and their impact on learning and knowledge systems.
• Minimum GPA 3.0

Good-Faith Salary Range:  

The hourly rate for this position is between $20-24 per hour. Factors which may affect starting pay within this range may include geography/market, skills, education, experience and other qualifications of the successful candidate. 

Who are we?  

Glad you asked! Zipcar is the world’s leading car-sharing network, found in urban areas and university campuses in more than 500 cities and towns. Our team is smart, creative and fun, and we’re driven by a mission – to enable simple and responsible urban living.   

Being a Zipcar member gives you easy access to a car nearby without all the cost and hassle of owning one. Founded in 2000, Zipcar disrupted – or innovated – the traditional model of car ownership and independent studies show that Zipcar’s model of car sharing is proven to reduce vehicle ownership, freeing up more city space for people. Zipcar provides members with socially responsible, sustainable mobility options that support the global environment, their communities and city livability.   

Zipcar is a subsidiary of Avis Budget Group, Inc. (Nasdaq: CAR), a leading global provider of mobility solutions. For more information, visit: www.zipcar.com.  

The extra mile: 

We encourage Zipsters to bring their whole selves to work - unique perspectives, personal experiences, backgrounds, and however they identify. We are proud to be an equal opportunity employer – M/F/D/V.