Trust & Safety Operations Associate at Turo
Phoenix, AZ, US

We’re looking for a passionate customer experience focused professional to join our Global Trust & Safety team at Turo. This is a challenging and rewarding position that encompasses all required duties across Trust & Safety Operations including responding to customer escalations, performing investigations, detecting and preventing fraud, and helping pioneer a world-class on-boarding experience for our guests. You will be responsible for reviewing users, transactions, content, escalated customer disputes and any issues that affect the safety of our online marketplace. You will have the opportunity to learn and grow with our diverse team while utilizing state-of-the-art tools and resources. The ideal candidate has superb judgment, excellent communication skills and a keen eye for details.

This position reports to our Global Trust & Safety Lead in our Phoenix office.

Responsibilities:
  • Perform investigations of escalated customer disputes and reports from all channels; contact and interview customers, victims and other stakeholders.
  • Review suspicious accounts, transactions and other high-risk events using internal and external tools to make decisions while uncovering patterns and trends.
  • Support the Trust & Safety Investigations team by collecting and compiling evidence in case management system and following up on cases and contacts.
  • Work with Verification team to help seamlessly onboard good users and detect risk.
  • Collaborate with team to build processes and maintain a safe marketplace; proactively provide suggestions for improvements and contribute to team initiatives.
  • Provide feedback and support to cross-functional Operations partners (Customer Support, Verification, Claims) regarding account activity and trends.
  • Research and analyze data to identify additional fraudulent and high-risk activity while developing recommendations to reduce false-positives and increase accuracy.
  • Fulfill logistical requests as needed to support the marketplace.
Qualifications:
  • You have 2+ years of Customer Service, Trust and Safety, or Fraud Prevention experience. E-commerce experience preferred.
  • You thrive in a fast-paced environment, driving and embracing change.
  • You have superb written and verbal communication skills.
  • You possess advanced problem-solving and investigative skills, with a knack for uncovering, addressing, and getting to the root of any issue.
  • You are a team player, with a positive mental attitude, high energy, high integrity, enthusiasm, sense of humor and a commitment to the mission.
  • Strong proficiency with technology: experience with Zendesk, CRM systems, Google Docs, MS Office, investigative and fraud prevention tools preferred.
  • Capable of working a Sunday - Thursday schedule.
  • BA/BS or work equivalent required.
Benefits:
  • Competitive salary and meaningful equity
  • Employer paid medical, dental, and vision insurance
  • Apple equipment
  • Four weeks paid time off, volunteer time off, generous parental leave
  • Weekly catered lunch
  • Cell phone and gym monthly reimbursement
  • Stocked kitchen and beverages
  • Company-sponsored happy hours and team events
  • Turo owner matching and vehicle reimbursement program
  • Turo travel credit every month
About us

Turo is a car sharing  marketplace where guests can now book any car they want, wherever they want it, from a global community of local car owners. Our mission is to reinvent the car rental experience and put the world’s one billion cars to better use.

We’ve grown the business 10x in the past two years and raised over $200 million from investors like Daimler, SK Holdings, KPCB, Google Ventures, August Capital and Shasta Ventures.

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, sexual orientation, age, marital status, veteran status, or disability status.