Customer Support Escalations Lead at Turo
Phoenix, AZ, US

We are looking for a motivated individual with expertise in providing excellent customer support to join our escalations team in Scottsdale. The ideal candidate is a master problem solver with an entrepreneurial spirit and a can do attitude. This is an exciting opportunity to take part in a high energy and fun work environment for a rapidly growing company with global ambitions.

Responsibilities
  • Handling inbound calls and emails from members. Answer inquiries about membership, accounts and our services via phone and email. Majority of contacts are via email.
  • Fielding complaints and escalations across a broad range of areas: billing, fees and fines, mechanical issues, damage, and reservation scheduling.
  • Ensuring that Turo members receive the highest quality of service and that all issues are resolved in the shortest possible time.
  • Consistently contributing ideas to further improve the member experience.
Qualifications
  • BA / BS or equivalent strongly preferred.
  • Strong customer service background, preferably with prior call center experience and/or demonstrated dispute resolution skills.
  • Top-notch oral and written communication skills.
  • Strong data entry and computer skills required, proficiency with OS X highly valuable.
  • Availability on the weekends. We are open 7 days a week, with hours ranging from 9 AM to 5 PM (PST).
  • Willingness to work outside standard business hours to support our members when they need it most.
  • Ability to work both in a team environment and independently.
  • Outstanding attention to detail, with strong ethic of personal responsibility.
  • Ability to work independently with little or no supervision/direction.
  • Personable, outgoing individual who enjoys working with people, and is able to handle high-stress situations with grace. It’s a fun group, so a positive attitude is a must.
  • Ability to work in a fast-paced, quickly-changing environment.
  • Great problem solving skills and analytical abilities.
  • Experience using Zendesk or other CRM or customer service applications, and strong knowledge of Gmail, Google Docs, and Excel.
Benefits
  • Meaningful equity
  • Employer paid medical, dental, and vision insurance
  • Apple equipment
  • Four weeks paid time off, generous parental leave
  • Weekly catered lunch
  • Stocked kitchen and beverages
  • Company-sponsored happy hours and team events
  • Turo travel credit every month

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.

This position is full-time / $18 hourly, with a 3 month probation period