Director, Customer Support at Turo
Phoenix, AZ, US
Turo’s Director of Customer Support will continue to grow and optimize Turo’s CS team.

You are an expert in customer support, an entrepreneurial leader and want to play a pivotal role in helping Turo further its dominance in the international peer-to-peer car-sharing market.

The right leader will be exceptional at both operations and strategy; able get deep into the details of processes and technologies while also understanding how each detail connects to the future and impacts other teams; deeply involved in the day-to-day customer and team experience while also driving the team towards the future; managing a network of outsource providers; demanding great things of team members while also facilitating work/life harmony.

This is a unique career opportunity that offers incredible potential for personal and professional growth.

Description:

    Oversee all aspects of Turo’s CS Operations including 200+ outsourced agents, and an internal team of ~25 (includes managers and agents)

    Drive continuous improvement in the customer experience for Turo’s Guests and Hosts

    Drive continuous reduction in spend

    Create an exceptional team environment

    Set and drive the strategic vision for scaling of Turo’s Customer Service operation, which is likely to double several times over in the coming years

    Support the development and creation of superb customer service within our international teams in Canada, UK, and more to come

    Collaborate with Turo’s data science, data analytics, finance, legal and product teams to drive results

Experience:

    Min of 5+ years-experience in Customer Support leadership

    BA or equivalent experience required; advanced degree preferred

    Exceptional communication, analytical and collaborative skills required

    Demonstrated experience in managing large teams, multi-site operations, scaling organizations, as well as rolling out new processes & technologies

    Fast learner, quick problem-solver, passionate about the customer experience

Benefits

    Competitive salary and equity for all full-time employees

    Employer paid medical, dental, and vision insurance

    Generous paid time off, paid holidays, paid volunteer time off, and paid parental leave

    Weekly catered lunch with a fully-stocked kitchen

    Company-sponsored happy hours and team events

    Turo host matching and vehicle reimbursement program

    Turo travel credit every month