We are looking for a Customer Support Manager to continue Turo’s ongoing pursuit of creating an excellent customer experience, especially on behalf of our host community! A successful Customer Support Operations Manager has superb communication, analytical and organizational skills as well as a desire to get deep into operational details including policies and processes to make doing business with Turo an amazing experience. You are accomplished in communicating and influencing and know customer support.

The right leader:

• is passionate about supporting and growing an engaged and high quality community
• has the ability to get deep into the details of processes and data while also understanding how each detail connects to the future and impacts the Turo community
• can collaborate across departments and geographies to formulate solutions
•  is an excellent communicator able to interface with others in person and via written communications, including social media

Responsibilities

• Participate in multi-department meetings representing operations and customer support departments in relationship to the Host experience
• Provide feedback to other department heads, as required, to improve the host experience and our product
• Be the point person for driving host quality and satisfaction for Turo’s customer support teams
• Monitor Turo’s host dashboard and host sentiment to pinpoint areas of opportunity
• Identify opportunities to further improve the quality and efficiency of Turo’s policies and processes related to hosts and drive their implementation
• Work with members of the VIP customer support team addressing Power Host and All Star Host issue resolution
• As needed, be the “voice of the host” within Turo
• Manage ongoing special projects related to Hosts (currently ‘dream trips’ and ‘host gifting’)
• Represent Turo’s mission, vision and values with integrity and professionalism

Requirements

• Passionate about making car-sharing on Turo an incredible experience for hosts
• Excellent track record of “leading by influence” - you know now to get many stakeholders from different teams on the same page
• 1 year in customer service leadership position, with experience in developing and implementing operational process improvements
• Ability to quickly understand and use multiple technologies and tool sets
• Self-driven and highly motivated with a true sense of ownership from start to finish
• Undergraduate degree or equivalent required
• Bonus: start-up experience, experience or familiarity working with or at a Business Process Outsourcing (BPO) 
• Willingness and ability to travel 10%

About Turo

Turo is the world’s largest car sharing marketplace where you can book any car you want, wherever you want it, from a vibrant community of trusted hosts across the US, Canada, the UK, and Germany. Guests choose from a totally unique selection of nearby cars, while hosts earn extra money to offset the costs of car ownership. A pioneer of the sharing economy and the travel industry, Turo is a safe, supportive community where the car you book is part of a story, not a fleet. Discover Turo at https://turo.com, the App Store, and Google Play, and check out our blog, Field Notes.

Turo has raised $450M to date from top-tier investors, including IAC, Daimler AG, Kleiner Perkins, GV, Canaan Partners, August Capital, and Shasta Ventures. 

Turo cultivates a tight-knit team of smart, critical thinkers who care about their work and their colleagues. Our recruiting team is always on the lookout for supportive, down-to-earth, pioneering, and efficient candidates to grow our team's talent and enrich our culture.

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

We're an equal opportunity employer and value diversity at our company. We don't discriminate on the basis of race, religion, color, national origin, gender, gender identity, sexual orientation, age, marital status, veteran status, or disability status. When in doubt, please apply!

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