Turo is the world’s largest car sharing marketplace where you can book the perfect car for wherever you’re going from a vibrant community of trusted hosts across the US, UK, Canada, Australia, and France. Whether you're flying in from afar or looking for a car down the street, searching for a rugged truck or something smooth and swanky, Turo puts you in the driver's seat of an extraordinary selection of cars shared by local hosts.

About the team:The purpose of this role is to ensure the Customer Support Operations teams are designing, prioritizing, and delivering exceptional experiences for our hosts and guests, even if interactions span across multiple parts of the business. You’ll develop and manage structured methodologies to ensure support experiences bring people, process, and product capabilities together that deliver best-in-class experiences.

You will be involved in supporting customer experience journey targets (customer satisfaction/customer effort score/etc), as well as supporting specific operational targets (contact rates/cost per trip/etc). You’ll also need to take a global approach but understand regional and market nuances in order to act as a leader and innovator in your area of expertise and advise others on the team.

To achieve this, you will need strong subject matter expertise in understanding the end-to-end customer and agent experience, operational performance management, business process design, and support solutions. You will liaise with operations, product, engineering, legal, and marketing and ensure priorities and outcomes are aligned to overall business priorities.

What You’ll Do:

• Drive performance improvements and develop data driven solutions in a customer support environment across both in house and BPO agents
• Ensure that CS has a convincing voice at the table by providing compelling business cases backed by data.
• Champion Turo’s Mission and help teams understand how their work contributes to end goals.
• Work with direct and indirect reports and vendor partners to create team cohesion and engagement.
• Analyse each problem or data set from many different angles to develop innovative, effective, and simple solutions.
• Be an inspirational leader that can infuse enthusiasm within the team.
• Collaborate with peers, partners, and cross-functional teams and use superior communication skills to cultivate professional relationships with key stakeholders.
• Aid in the development and execution of the support design approach for the Customer Support operations teams.
• Assist in the execution and program management of several high-priority projects to build a unified support experience
• Serve as a subject matter expert between Customer Support and Global Operations to communicate shared goals, product dependencies, and timelines

Your Profile:

• 2+ years of progressive experience, or 5+ years of relevant experience navigating complex or matrixed environments.
• Experience managing multiple programs in a fast-paced tech environment
• People management experience
• Familiarity and/or experience with support solutions and processes in complex customer support environments

Bonus if you have:

• Passion about delivering best-in-class customer support, and seek to understand stakeholders’ needs through feedback, balancing the needs of customers, employees, and Turo in business decision-making.
• A very analytical mindset and drive decisions with data.
• A desire to coach and develop talent
• Excellent communication skills
• Customer journey design skills

#LI-LT1

Benefits

• Competitive salary, equity, benefits, and perks for all full-time employees
• Employer-paid medical, dental, and vision insurance (Country specific)
• Retirement employer match
• $2,000 Learning & Development stipend to invest in your professional development
• $1,000 USD Turo host matching and $1,500 USD vehicle reimbursement program
• $100 USD Monthly Turo travel credit
• Cell phone, internet and Fringe benefit 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 weekly in-office lunch, office snacks, and fun activities
• Annual Turbo Week (week-long, company-wide conference)

We are committed to building a diverse team. If you are from a background that's underrepresented in tech, we'd love to meet you.

Aside from an award winning work environment and the opportunity to be part of the world’s largest car sharing marketplace, we are also growing the team quickly - join us! Even if you don't meet every qualification, we are looking for people with enthusiasm for what we do and we will consider you for this and other possibilities.

Turo is an Equal Opportunity Employer and a participant in the U.S. Federal E-Verify program. Women, minorities, individuals with disabilities and protected veterans are encouraged to apply. We welcome people of different backgrounds, experiences, abilities and perspectives.

Turo will consider qualified applicants with criminal histories in a manner consistent with the San Francisco Fair Chance Ordinance, as applicable.

We welcome candidates with physical, mental, and/or neurological disabilities. If you require assistance applying for an open position, or need accommodation during the recruiting process due to a disability, please submit a request to People Operations by emailing PeopleOps@turo.com.

About Turo

Turo is the world’s largest car sharing marketplace where you can book the perfect car for wherever you’re going from a vibrant community of trusted hosts across the US, UK, Canada, Australia, and France. Whether you're flying in from afar or looking for a car down the street, searching for a rugged truck or something smooth and swanky, Turo puts you in the driver's seat of an extraordinary selection of cars shared by local hosts.

Discover Turo at https://turo.com, the App Store, and Google Play, and check out our blog, Field Notes.

Read more about the Turo culture according to Turo CEO, Andre Haddad.